Problem Management Analyst - Hyderabad @ NCR Corporation

• 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

Basic Qualifications/Skills:

• 3 years working experience in Managed services / Field ATM engineers.
• Strong analytical skills
• Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment
• Proven track record of working collaboratively to improve the customer s experience
• Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels
• Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects
• Able to manage relationships with peers and managers as it relates to support and services
• Ability to navigate complexity and create collaborative, cross-functional solutions
• Strong communication, presentation, and relationship management skills
• Able to translate complex issues in an understandable, organized way
• Team oriented
• Positive team player attitude with excellent verbal and written communication skills
• High degree of organizational skills