Work from Office
Full Time
Notice Period : Immediate Joiner or Less than 45 NP
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Minimum of 6+ years for SA / 9 + Years for M Level of experience in Problem Manager role.
ITIL Basic/Intermediate Certificate (ITIL V3/ V4)
Willing to work primarily in US shifts (CDT) & Weekends
1. Incident Prevention - Proactively prevent incidents from occurring in the first place by identifying and resolving root causes.
2. Root Cause Analysis - Conduct thorough analysis of incidents to determine the underlying cause, ensuring that solutions address the actual issue, not just the symptoms.
3. Problem Lifecycle Management - Oversee the entire process of managing problems, from initial identification to eventual resolution and closure.
4. Solution & Workaround Development - Develop and implement permanent solutions for known issues and make temporary workarounds available to the incident management team.
5. Knowledge Management - Maintain a Known Error Database (KEDB), documenting problems, their resolutions, and any associated workarounds for future reference.
6. Trend Analysis - Analyze historical incident data to identify trends and recurring problems that require deeper investigation.
7. Stakeholder Communication - Keep stakeholders, including technical teams, management, and users, informed about problem status, progress, and any potential risks.
8. Change Request Management - Initiate and manage change requests to implement permanent solutions that eliminate known problems from the IT infrastructure.
9. Collaboration - Work closely with other IT teams, such as incident management and change enablement, and external vendors to ensure effective problem resolution.
10. Process Improvement - Drive continuous improvement in the problem management process, ensuring adherence to ITIL best practices and updating process documentation as needed.
11. Reporting - Provide regular reports on problem management activity, metrics, and service improvement progress to relevant stakeholders.
Proven work experience with Problem, Change, Incident and Knowledge management role
Experience in IT service management and ITIL processes.
Strong problem-solving skills
Ability to work with cross-functional teams and manage multiple tasks simultaneously.
Knowledge of ITSM tools
Good analytical and problem-solving skills to identify, investigate, and resolve issues effectively.
Must possess strong communication and interpersonal skills to coordinate with various teams and stakeholders.
Approachable and audible in conference calls.
Power BI (reading and creating reports to excel)
ServiceNow Dashboard (adding filter, fields and custom search)
Office 365 advance knowledge (PowerPoint, Word, Excel, Outlook)
MS team (chats & team sites)
SharePoint Sites (basic admin and edits, posting data and basic organization)
OneNote (using for data documentation & logging/tracking)
SharePoint list (using to track RAID items and tracking)
AI (ChatGPT and Copilot know how to use advanced functions. Knowing other AI tools is a plus. Also able to identify when people use AI.)
Cognizant
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