2.PM is responsible to manage the entire lifecycle of each and every problem ticket on a day to day basis for all Service Delivery support functions.
3.PM acts as the SPOC for all problem tickets Responsible to drive both Proactive and Reactive problem management Ensure that accurate problem analysis is performed for all problem tickets based on any of the problem solving techniques defined in ITIL. Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
4.Prevents the replication of Problems across multiple systems Reviews the efficiency and effectiveness of the Problem control process; should follow the escalation process effectively.
5.Monitors the effectiveness of error control and makes recommendations for improvements. Maintains inventory of problems under analysis and their current progress and status.
6.Follows up issues and progress with problem owners where necessary Updates and manages KEDB Produces Problem Management reports and management information Organize, Coordinate and drive meetings to resolve problem tickets Prevents recurrence of issues by identifying root cause and implementing a permanent fix work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party Need to have an innovative approach in diagnosing issues and ensures that all possible aspects are addressed.
7.Ensures that all tickets are addressed well within SLA and that every RCAs are delivered within the stipulated/ agreed timeframe.
8.Good Interpersonal skills and organizational skills required.
Salary: Not Disclosed by Recruiter
Industry:IT-Software / Software Services
Functional Area:IT Software - Application Programming, Maintenance
Role Category:Senior Management
Employment Type:Permanent Job, Full Time
Desired Candidate Profile
Executive Search | Recruitment | Staffing services | Training | HR aligned services.
Contact Company:Cynosure Corporate Solutions