Problem Management Specialist

Should have a good understanding on incident & Change management process * Should follow the entire life cycle of Problem Management process. *Responsible for performing root cause analysis for all high severity problems and drive permanent fixes for such incidents along with the support groups and vendors. *To prevent recurrence of incidents in the IT infrastructure *Knowledge on problem solving techniques such as 5 whys(Mandatory) & Fishbone preferred. * Co-ordinate with the support tracks to ensure the RCAs are uploaded within the defined SLA. Ensure the root cause are completely eliminated by effective means of CAPA(corrective & Preventive actions) implementation *Host Weekly call with HCL support tracks to get the necessary updates for the problem tickets and to track the progress of the action items. *Presenting a monthly slide to the customer on monthly basis to show the performance/progress made on problem management. * Also responsible to work on proactive problem management ( Trend analysis and deriving a good inference) *Should have a good decision making & analytical skills *To regulate the lifecycle of all incidents/problems reported through the ITSM Tool, ensuring strict adherence to Problem Management processes and agreed Service Level Agreements. * Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; Analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the closure *Excel and PPT knowledge will be an added advantage.

To adhere to quality standards, regulatory requirements and company policies To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen CasesTo participate or contribute on EN business in creation of proposals to drive Service improvement plans. To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.To provide support for on call escalations /L3 level support and doing incident & problem management Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.