Problem Manager

Job Description

Do

RESPONSIBILITIES • Drive the efficiency and effectiveness of the Incident Management process • Ensure all Incidents are correctly prioritized, categorized, routed, restored/resolved and closed as per the Process defined and agreed with the Customer • Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle • Knowledge management activities - creation and sustenance • Meet the SLAs and other KPIs agreed and produce the Process Performance Reports • Ensuring Process adherence across the Account and extending the Support for Process audits and assessments.

• Bring in Service improvements and close the Gaps as per the Audits and Assessments • Conduct Incident and Major management training and spread awareness • Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution

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KEY SKILLS AND COMPETENCIES • Excellent people management and operational skills • Ability to interact with all levels of the Customer and IT provider organization • Good presentational skills • Effective communication skills • Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues • ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification • 5-8 years of experience in IT Service Management

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