Problem Coordinator - Pune, Maharashtra, India - Wipro Limited

Wipro Limited

Verified Company

Pune, Maharashtra, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Overview:

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 activities_
- _Ensures that the individual activities of the process are carried out with regards to agreed service quality levels_
- _Ensures Problem Analysts are adhering to the Problem Management Process_
- _Provides status updates on problems and known errors_
- _Provides guidance, direction and coaching on Problem Management activities_
- _Contributes to Continuous Process Improvement activities by identifying training opportunities for Problem Management team, improvement opportunities for the tools and improvement opportunities for the process_
- _Functions as point of escalation for Problem Management Analysts _
- _Conducts Problem Reviews_
- _Responsible for liaising with and providing reports to other Service Management functions_
- _Works with Service Desk, Incident Management, etc. and Problem Analyst(s) to determine whether to perform Root Cause Analysis or to implement identified solutions_
- _Coordinates with Incident Management, Change Management, and Configuration_
- _Management to ensure correct and consistent data is provided to the Problem Management process_
- _Coordinates Problem Analysts' time for problem resolution and proactive analysis_

KEY SKILLS AND COMPETENCIES_

- _8-10 years of ITSM exp, atleast 3-4 years in problem mgmt._
- _Strong communication and presentation skills_
- _Technical knowledge_
- _Good understanding of statistical and analytical principles and processes_
- _ITIL V4 / 2011 Foundation or Intermediate certification_
- _Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors_