Problem Manager (Bangalore, IN)

RESPONSIBILITIES

• Ensures that the Processes defined and documented, are communicated, maintained, and Adhered to by Internal and External Support teams of Alstom.
• Responsible for reviewing periodic metrics and take action where necessary to enforce process and standards to ensure continued process maturity.
• Facilitate Post Major Problem review meetings when required.
• Act as an escalation point regarding any Problem Management Process issues.
• Drives forward the integration of the Problem Management process with Partners and Internal Support Organizations.
• Coordinates and chairs the regularly scheduled Problem Management Board meetings.
• Driving investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements)
• Works with necessary support groups in IT to ensure swift resolution of Problems that are owned by their unit.
• Analyzes recurring Incidents and identifies Proactive Problems.
• Acts as training resource within member’s functional unit.
• Ensures that work on Problems is accurately recorded in the Problem record.
• Drives set SLs and timelines towards RCA Delivery and Permanent Fix targets.
• Analyze and Monitor success rate of closed Problem Records (identify failed fixes).
• Chair Dispute calls as and when required.

Key Skills

• Experienced in Handling Problem Management at an Enterprise Level.
• Exposure to SIAM (Service Integration and Management) or MSI (Multi Supplier Integration) models is a must. Alstom Operates in a multi-Vendor environment.
• Good interpersonal skills.
• Ability to work under pressure and multitask.
• Ability to coach and mentor peers (internal and external colleagues)
• Proactive, Self-Motivated, and Regulated.
• Good analytical skills.
• Excellent problem-solving skills are necessary.
• Flexibility in terms of working hours.
• Strong communication skills (written/verbal)
• Exposure to Configuration, Incident and Change management.

Important to note