Problem Manager

Do RESPONSIBILITIES • Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs • Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved • Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration. • Coordinating with the respective SMEs for speedy resolution of the Major Incident • Ensuring the Major incident is resolved within the SLAs agreed with the Customer • Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high. • Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed. • Ensuring that all the resolution procedures are updated in the knowledge database / Work log • Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future. • Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process) • Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents • Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process. • Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents

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KEY SKILLS AND COMPETENCIES • 8-10 years exp in driving the service operations. • Min 8 year of experience in managing the IM and MIM processes • Preferably ITIL Expert, or Min two ITIL Intermediate certified professional • Strong analytical, communication, presentation and reporting skills • Good leadership, people management and operational skills • Should have exposure to ITIL practices. • Good written & verbal communication skills • Experience in helpdesk environment • Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere • Ability to work in shift and flexible schedule • Ability to motivate staff • Excellent team skills with ability to listen and contribute to discussions and meetings • Building & Maintaining Relationships • End to end ownership for customer satisfaction through levels of support • Planning and organization & working well with Virtual Team • Virtual Team Management Skills • Relationship Management for services and vendors interface

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