Problem Management Specialist

HCLTech Hiring for the role Problem Mangement!!!

HCL

Required:

Experience: 11- 15 Years

Notice: Immediate - 15 days

Location: Bangalore

Primary Skill: Problem Management

Senior Problem Manager Infrastructure

• Setup Problem management calls as necessary
• Validate Problem Request
• Ensure identification of corrective and preventive actions
• Identify the resources required from various Technology Tracks (if required, also vendors) to work on the Problem record, to investigate, analyze and resolve the Problem
• Ensure successful implementation of approved corrective & preventive actions
• Promote and practice proactive problem management through incident and alerts analysis using client-approved systems
• Understand the Problem Request and qualify it to be a valid Problem that justifies being a Known Error and requires Problem Investigation and resolution
• Create and own the lifecycle of Known Error records in the Known Error Database
• Prevent issue recurrence by analyzing why incidents are occurring, diagnose root causes, and identify permanent fixes and workarounds.
• Closely monitor progress of open Problem records
• Report Problem management metrics to AbbVie stakeholders and other business units to provide actionable information on a regular basis, ie weekly, monthly, quarterly
• Technical Debt
• Continuously monitor and reduce number of aging problem records (backlog
• Use analytical skills to correlate information from other ITSM functions (Changes, Incidents) and technical information to identify fault areas and drive teams for developing solutions.
• Be a champion of continuous improvement.
• Ability to recommend, implement and stabilize XLA’s for problem management scope
• Ability to analyze, relate to develop RCA’s where incidents spans between Infrastructure and application portfolios – Should have strong technical competency to grasp the technical inputs from various domain specific SME’s
• Presentation skills to ensure the Business Stakeholders (Non-IT) get clear understanding of the problem area and the preventive, corrective actions

Skills required:

• Good understanding of IT infrastructure and functioning of a data center
• Knowledge of various Operating systems, Networks, Storage, Firewalls etc.
• Adept in using various methodologies like 5 WHYs, Fishbone, Pareto for analyzing Problems
• Has to be hands-on with MS Excel and PowerPoint to be able to work with data and make presentations on Problem findings.
• Aggressive in pursuing people to keep making progress with Problem records
• Effective communicator – should be able to frame improvements and convey it to the client leadership in clear and concise manner.
• Self-driven and high degrees of ownership. Should be able to perform duties with minimal follow-up / reminders.