Incident Problem Manager

Experience Range: 5 to 8 years

Job location: Chennai, Bangalore, Mumbai, Pune

Notice Period: Immediate joiners

Job Description for Incident/Problem and change Management

Managing the detection, recording updating, and/or closing of problem record. · Communicate and coordinate with impacted parties through problem management process to prevent re-occurrence of incidents and minimize the impact of incidents that cannot be prevented

· Proactively detect and prevent future problems/incidents and initiate problem management process to allow faster diagnosis and resolution

· Perform root cause analysis using RCA techniques, identifying process and (or) operational improvements that will prevent incident recurrence

· Coordinate, convene and facilitate major incident and problem review meetings

· Facilitating and coordinating problem review meetings includes leading and facilitating investigations of incidents and managing root cause analysis between technical teams

· Develop and publish problem management reports with business stakeholders and groups as per agreed frequency

· Drive adoption and adherence of Change management process across the organization

· Responsible for ensuring correct approvals for changes, ensure change freeze periods are adhered to and uses judgment to assess risk and impact for exceptions

· Responsible for running and management of the weekly CAB, review & approve changes, communication, reporting and metrics, process improvement · Manage day to day operations pertaining to Knowledge Management.

• Evaluate performance metrics against the defined critical success factors.

• Perform Knowledge Gap analysis and lead knowledge transfer activities.

· Interface with other processes and/or business functions to ensure processes are put in place to capture data, information and knowledge and leverage benefits provided by the Knowledge Management process

• Review and audit the process, its techniques and methods and ensure they are continuously improved.

• Lead the Knowledge Management function for a department and is responsible for the adequate skill levels and performance of the assigned staff members.

• Ensure that all Knowledge Items are easily accessible to those who need them in an efficient and effective manner.

• Plan and manage support for KM tools and processes.