Job Description :
Managing the lifecycle of all problems
Problem identification, recording and identifying underlying causes of incidents and preventing recurrences.
Manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems.
Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management.
Drive Proactive Problem Management based on Alert trends, CIs affected by the Incidents etc.
Track the Root cause analysis timelines for all Problem tickets and highlight the ones on the verge of breaching SLA and drive them to closure
Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts., hardware types etc. Also hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce ''Escalation Reports'' on recurring issues and issues not being resolved.
Delivering & managing high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organization; provide a practical representation of the Customer view within IT and the Service Centre; attend Customer meetings, review SLA performance
Proficient in ServiceNow modules including Incident, Change, Problem, Knowledge Management and reports.
Responsible for proposing & implementing any CSIs related to Problem management.
Ability to work across functional areas to drive continuous improvement.
Demonstrable customer management / service skills
Complete understanding of the ITIL Problem management process and procedures
Strong individual with the ability to communicate and negotiate at all levels.
Good organizational skills plus the ability to motivate people across the organization to provides solutions
Broad understanding of all aspects of applications and infrastructure components.
Decision maker & Excellent Problem Solving skills.
Preferably educated to degree level or equivalent
Experience of working in a large organization
Good interpersonal, communication and presentation skills
Ability to influence others at all levels of an organization with proven leadership skills.
Ability to communicate effectively to team members on a regular basis.