Problem Manager

Job Description

Position Title

Problem Analyst L2

BAND

Location

India

Department

Infra Support

Role Summary

As a L2 resource of his /her team, he /she:

· The Problem analyst will play a pivotal role in ensuring that the problem management procedure for the support teams is followed.

· The Problem analyst is assigned to capture all the actions identified as part of the root cause investigation of Major Incidents (with Priority of P1 and P2) and coordinate with the respective teams for updates and closure. A key component of this role is to ensure consistency and control over the management of Major Problems.

· Problem analyst has the overall responsibility for enforcing proper execution of the process, coordinating and overseeing individual problems and ensuring problems across all priorities are well managed.

· Problem analyst is also responsible for creation of periodic and on-demand post incident reports for the senior management.

· Provide recommendations for process development, monitoring reports and performance measurements

· Make sure that all reports necessary for management committees (weekly/ monthly/ annual) are prepared on time with accuracy.

· Propose new KPIs to track the success of the problem management process.

Key Responsibilities

Technical Expertise

Key Accountabilities

• Participate in post mortem meetings
• Manage problem record lifecycle and ensure that problems are recorded and tracked to resolution.
• Strong exposure to Service Now to support problem management process activities.
• Pro-actively identify operational issues and trends.
• Provide necessary reporting and drive resolution; working directly with technical teams
• Monitors and Report on Key Performance Indicators (KPIs);
• Facilitates and participates in problem management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues.
• Creating and updating of Problem Records as appropriate.
• Organizing and chairing Problem Investigation and Problem Review Meetings. (backup for Problem Manager)
• Drive adoption of known errors database.

• Maintains inventory of problems under analysis and their current progress and status
• Follow up issues and progress with problem owners where necessary.
• Communicating all the problems and their impact to stakeholders in relevant forums.
• Responsible for preparing daily/weekly/monthly Problem Management reports.
• Responsible for preparing various KPIs.

Knowledge and Skills Requirements

• Proven working experience (minimum 4 years) in Incident / Problem Management Role.
• Detailed knowledge of the ITIL Incident and Problem Management processes.
• Experience of working in a banking environment
• Good understanding of Change, Configuration and Availability processes.
• The ability to work effectively with stakeholders and other management personnel.
• Proven experience in working in, and basic management of, diverse and geographically dispersed teams.
• Proven experience working in an Operational environment.
• Excellent awareness of different cultures and working practices across the regions.
• Excellent Microsoft Office experience, predominantly Excel, Visio and PowerPoint
• Coordination skills: managing (complex) IT technical investigations.

Other Requirements

• Very good communication both verbal and written.
• Very good problem-solving and logical thinking.
• Team player
• Process-oriented
• Innovation/Out-of-the-box thinking
• Excellent English language skills (verbal and written)
• French language skills will be a plus
• Excellent people skills
• Good presentation skills with ability to present material clearly and concisely

Shift/Oncall & Weekend Support

Shift Timings in IST:

· Mon to Fri (08:30 am to 05:30 pm) – Need flexibility to come a bit early or late based on operational needs on a case to case basis

Oncall Support - no On-call

Weekend Support – not required

Public Holiday Support – Paris Holidays (Client Holiday) will be followed as public holidays and not India holidays

Process & Tools

· ITSM tool- Service Now – Ticketing tool for INC/SR/Change /Problem tickets

· Inhouse tools

Educational Qualifications

· Bachelor’s degree or Master’s degree in Information/Computer technology preferred

Key Competencies:

· 8+ yrs of relevant experience in Problem Management + Infrastructure / Application Support

· Customer service oriented, able to work in a dynamic and fast paced environment

· Excellent communication, interpersonal and troubleshooting skills

· Must be self-motivated and directed and demonstrate a keen attention to detail and possess the ability to work autonomously