Problem Management _ Itil/itsm - Hyderabad @ Teleperformance

Job Description

The Manager of Problem Management will lead our Problem Management practices and align them to Industry best practices .The Problem Manager will be responsible for leading and managing the resolution of significant incidents and problems within the IT environment. The role includes managing the problem investigation process, ensuring that problems are correctly identified and resolved in a timely manner, and that correct and adequate workaround solutions and/or permanent fixes are made available to the business.

Responsibilities:

• Lead and manage the resolution of significant incidents and problems within the IT environment
• Manage the problem investigation process, ensuring that problems are correctly identified and resolved in a timely manner
• Ensure that correct and adequate workaround solutions and/or permanent fixes are made available to the business
• Monitoring the effectiveness of problem management processes and making recommendations for improvement
• Initiate investigations to resolve potential service interruptions and those caused by incidents
• Lead post mortem investigations into high impact failures
• Participate in problem reviews, root cause analysis and trend analysis
• Collaborate with Incident Management to provide root cause analysis and restore service(s)
• Align and Implement ITSM/ITIL best practices for Incident Management, Problem Management, Knowledge Management, Event Management, and Continuous Improvement.
• Optimize Customer Experience through improved customer journeys and effective execution of service governance programs.

Qualifications:

• Bachelor's degree in computer science, engineering or related technical training
• Understanding of Enterprise IT management frameworks (e.g., ITIL v3/v4 processes)
• Experience leading and managing teams
• Experience with incident and problem management processes and tools
• Strong analytical and problem-solving skills
• Excellent communications and interpersonal skills
• Ability to work effectively under pressure and meet deadlines

Job Classification

Education

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Keyskills:   itsm itil v3 problem management knowledge management