Problem Management Team Lead

Capgemini

6 - 8 years

7 - 11 Lacs

noida

Posted:3 days ago| Platform:

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Skills Required

itil certified problem management incident management

Work Mode

Hybrid

Job Type

Full Time

Job Description

Incident management;problem management;ITIL|

Primary - Problem Mgr

Secondary - Incident Mgmt Problem Manager / Freshworks

**JD for Problem Consultant sourced from DO PMO catalog

**The role of the Problem Consultant is to oversee the Problem Management process for individual Root Cause Analysis as described in the Problem Management Service Management Manual (SMM).
Task related to the Problem Consultant role are: Train and educate the SCP and customer on Problem Management program
Ensure the procedures of the program are being followed
Initiate Problem Investigations (Gate Keeper)
Assist the technical teams in navigating the Problem Management Processes
Review PBI tickets for thoroughness and clarity
Review and recommend Corrective Actions to drive errors out of the environment
Escalate tickets (PBIs and Task) that are at risk of breaching SLAs and OLAs
Communicate with the customer and serve as point of contact
Obtain business impact and expectations when initiating a Problem Investigation
Keep customer informed of progress.

SKILLS DESIRED:

Computer systems knowledge; integration and architecture concepts;
Understanding of cross systems interrelations in context of the global business process;
Experience in IT; with emphasis on operational management
Good Management and communication skills; hosting and facilitating of Problem Management meetings;
Ability of working directly with business and service managers;
Ability of managing virtual teams to deliver Problem Management process and working cross functionally;
Service Management relevant experience;
Understanding of Service Management Framework;
ITIL certification (Green Badge level - ITIL Foundation or higher);
Awareness of SAS70; Sarbanes Oxley; or FDA regulations business implications;
Applied Problem Management reactive and proactive techniques;
Acts as escalation point for SDOs where resolution ownership is disputed
Good communication skills; active participating in Incident Management meetings;
Experience of working directly with client;
Experience of working with virtual teams to deliver Incident Management and processes and working cross functionally;
Service Desk or Support Group experience;
Experience of 24*7 shift working;
Ability to facilitate training sessions for internal resources;
Ability to maintain high level of accuracy and to work to tight deadlines;
Ability to prioritize and manage multiple tasks

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