Job
Description
Location Bangalore, Karnataka, 560100 Category Engineering / Information Technology Job Type Full time Job Id 1186241 No Major Incident / Problem Manager This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. Job Description: HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you. What you'll do: Job Description: The Major Incident / Problem Manager will report to the ITSM Manager. The primary responsibility will be to ensure that root-cause is established for all major incidents and that a formal RCA is published within agreed SLAs. In addition, the current Major Incident and Problem management processes should be reviewed improved, and where agreed with the ITSM manager, improvements implemented. Implementation will include documentation and mentoring of all IT stakeholders. RCA reports and proactive analysis of trends in incidents eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented. Responsibilities for this role include but are not limited to: Ensures post-review of major problems Ensures reactive and proactive management of IT problems and known errors Coordinates efforts of all Problem Analysts, including suppliers and external teams, to ensure timely resolution of problems Closes all problem records Owns the Known Error Database and ensures its maintenance Carries out the Process Manager responsibilities for the Problem Management process Define and maintain the problem management procedure. Periodically review effectiveness and efficiency of the problem management process. Continuously improve the problem management process. Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution. Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem. Analyses incident and problem reports and statistics to propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible incidents What you need to bring: Qualifications and Experience: Professional degree with 5+ years related IT experience. Hands on experience in Managing major incidents. Analyzed incident and problem reports to proactively identify potential issues, proposing and implementing resolutions to reduce incident volume. Proficient in knowledge of the IT infrastructure (hardware, databases, operating systems, Network, Cloud, Virtualization etc) and future IT trends. ITIL 4 Foundation certification mandatory. Has a broad knowledge and understanding of IT concepts and architectures, coupled with proven experience of successfully managing incidents and problems. Has general awareness of the nature of business-critical incidents, and of their implications for the business Relevant ITIL knowledge and certifications. Experience in managed service preferred. Interpersonal Skills: Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives. Exceptional Customer service skills, mindset & attitude. Be professional in all modes of interaction with our internal & external customers. Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable. Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful. Innovative - Builds and improves key business processes that enhance the effectiveness of HPE. Generates new ideas, challenges the status quo, and solves problems creatively. The candidate must collaborate with other teams and individuals within the organization Be capable of making well founded decisions in high pressure situations & exercising diplomacy when operating in politically charged environments. Actively listen and confirm problem details showing empathy for urgent situations Utilize effective negotiation skills which will lead to satisfactory issue resolutions. Additional Skills: Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more} What We Can Offer You: Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing. Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division. Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. Let's Stay Connected: Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE. #india #operations Job: Services Job Level: Specialist HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity. Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities. HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
