SIAM - Problem Management

Essential Job Functions:

• Take the ownership to oversee the day to day operations relating to Problem Management
• Take overall responsibility for Problem Management – receive proactive problem tickets from service providers, coordinate assessment of business impact with Customer and progress tickets to the next stage
• Ensure cross dependencies across supplier for RCA Submission & Problem Resolution are handled efficiently
• Coordinate Root Cause Analysis across multiple providers
• Evaluate and approve recommended solutions to Problems
• Coordinate production of Requests for Change to resolve Problems
• Analyse problems and incidents and identify and address trends and problem sources in the end-to-end services
• Monitor and address issues with the performance of the Service Providers in identifying, reporting and resolving Problems and Errors
• Perform Major Problem Reviews
• Consolidate Problem Management reporting across Suppliers
• Provide guidance to internal and external Service Providers in fulfilling their Problem Management roles and responsibilities.
• Identify and implement process improvements and ITSM platform/integration enhancements relating to same
• Ensure Problem Management KPI/SLA are reviewed at agreed frequency and analyse/review for improvement
• Regular monitoring to avoid SLA breach, reduced backlog/ageing, timely submission of RCA
• Consolidate reports related to Problem Management from all Service Providers
• Take the ownership of Process Data, maintenance & update along with defining Functional requirements for changes, enhancements in the Problem Management Process workflows
• Conduct regular trainings for process awareness and improve process compliance

Qualifications:

• Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers. Coordination, negotiation, and persuasion skills
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills
• Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
• Supervisory skills and the ability to leverage support from other parts of the organization
• Proven expert in managing multiple stakeholders at all levels of the organisation, but specifically at senior management level.
• Understanding of Technologies & ITSM Tool
• Coordination, negotiation, and persuasion skills

How to Apply:Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visitJobs In India – VARITE.