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ITIL Problem Manager - L3

ITIL Problem Manager - L3

Wipro

5 - 8 years

8 - 12 Lacs

chennai

Posted:1 hour ago| Platform:

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Skills Required

presentation skills facilitation servicenow itsm itil cyber security arcsight soc information security siem problem management root cause analysis incident response rca qradar itil process incident management splunk incident handling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Skill Problem Manager

Location Chennai

Key responsibilities

Track and communicate progress of problem(s) to relevant parties.

Review progress/results with client and/or (senior) management.

Maintain Known Error database.

Problem management reporting and metrics

Drive the process the adherence during any Incident Handling

Participate in the Incidents to ensure that all parties contribute to the resolution.

Coordinate between multiple support teams and with vendors to delivery incident resolution.

Validate the Incident Report for the appropriate update and ensure that the RCA is delivered as required.

Inform the respective owners on the open incidents.

Validate the impact on the incident and update customer on the further action.

Facilitate Problem Analysis, Major Incident Reviews and Problem Compliance Reviews

Verify Root Cause and solution options and/or temporary solution.

Track Corrective Actions to completion.

Approve results of Corrective Actions based upon predefined verification criteria.

Approve solution propagation activities and results of Root Cause Analysis.

Assist work groups in prioritising workload to meet service level commitments.

Liaison with the process team to provide any work arounds if available.

Review all incidents of the day for logical closure.

Initiate problem management on all P1and P2 tickets.

Attend to the Mail Box and ensure all mails are responded

Take ownership of Incident Management for High Severity Incident during the shift and perform necessary actions as documented.

Update the details on the Incident in the tool and manage the overall execution of the Incident.

Experience/Skills:

Experience in ITSM practice in managing various ITIL process roles, viz., Incident manager, Problem manager.

ITIL certification

Good Knowledge of ITSM Tools; ServiceNow etc.

Excellent Presentation skills, verbal and written communication skills and facilitation skills

Good documentation and process flow diagramming skills

Graduate in IT / relevant degree

Mandatory Skills:

ITIL Problem Mgmt .
Experience5-8 Years .

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ITIL Problem Manager - L3