Work from Office
Full Time
Do
RESPONSIBILITIES
Ensures Problems are properly identified (both proactive and reactive), classified and logged by Problem Analysts
Ensures IT managers or Team Leads are properly identifying and committing resources to perform all Problem Management activitiesEnsures that the individual activities of the process are carried out with regards to agreed service quality levelsEnsures Problem Analysts are adhering to the Problem Management ProcessProvides status updates on problems and known errorsProvides guidance, direction and coaching on Problem Management activitiesContributes to Continuous Process Improvement activities by identifying training opportunities for Problem Management team, improvement opportunities for the tools and improvement opportunities for the processFunctions as point of escalation for Problem Management AnalystsConducts Problem ReviewsResponsible for liaising with and providing reports to other Service Management functionsWorks with Service Desk, Incident Management, etc. and Problem Analyst(s) to determine whether to perform Root Cause Analysis or to implement identified solutionsCoordinates with Incident Management, Change Management, and ConfigurationManagement to ensure correct and consistent data is provided to the Problem Management processCoordinates Problem Analysts time for problem resolution and proactive analysisTracks status of Requests For Change (RFCs) initiated by Problem ManagementEstimates cost of solutions
Wipro
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