- Utilizing ITIL framework, identify Problems and create Problem Records in NEOS
- Prepare statistics, KPI and trend reports for use in the Problem Management process. Identify Problems through the review and focus on optimizing processes
- Proactively detect and prevent future Problems/Incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.
- Coordinate and lead Problem Investigations, Root Cause Analysis and all other Problem Management activities throughout the Problem lifecycle.
- Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.
- Ensure the Problem Investigations progress through the Problem Management process in a timely and prioritized fashion
- Create and track Known Errors resulting from Problem Investigations.
- Manage and maintain information stored in the Problem, Solution and Known Error database
- Ensure recurring Incident resolution is addressed with urgency through implementation of Workarounds and Solution
- Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently
- Coordinate, convene and facilitate major incident and problem review meetings
- Ensure the problems progress through the Problem Management process in a timely and prioritized fashion
- Create and deliver external content regarding service disruptions
- Ensure that the problem management information reflects accurate errors and is complete
- Develop trend analysis and prepare service improvement plans to address identified gaps
- Ensure recurring incident resolution is addressed with urgency
- Manage and maintain information stored in the problem database
- Maintain a comprehensive understanding of all aspects of product delivery and operations.
IT-Software, Software ServicesFunctional Area:
IT Hardware, Technical Support, Telecom Engineering, Role Category:
Any Graduate in Any SpecializationPost Graduation:
Post Graduation Not RequiredDoctorate:
Doctorate Not Required, Any Doctorate in Any Specialization
Ncr Corporation IndiaLocation(s):
Root cause analysis