Problem Coordinator - Pune, India - Wipro Limited

Wipro Limited

Verified Company

Pune, India

3 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Overview:

Do

RESPONSIBILITIES_

- _ Ensures Problems are properly identified (both proactive andreactive), classified and logged by Problem Analysts_
- _ Ensures IT managers or Team Leads are properly identifying andcommitting resources to perform all Problem Management activities_
- _ Ensures that the individual activities of the process arecarried out with regards to agreed service quality levels_
- _ Ensures Problem Analysts are adhering to the Problem ManagementProcess_
- _ Provides status updates on problems and known errors_
- _ Provides guidance, direction and coaching on Problem Managementactivities_
- _ Contributes to Continuous Process Improvement activities byidentifying training opportunities for Problem Management team,improvement opportunities for the tools and improvement opportunitiesfor the process_
- _ Functions as point of escalation for Problem Management Analysts_
- _ Conducts Problem Reviews_
- _ Responsible for liaising with and providing reports to otherService Management functions_
- _ Works with Service Desk, Incident Management, etc. and ProblemAnalyst(s) to determine whether to perform Root Cause Analysis or toimplement identified solutions_
- _ Coordinates with Incident Management, Change Management, andConfiguration_
- _ Management to ensure correct and consistent data is provided tothe Problem Management process_
- _ Coordinates Problem Analysts' time for problem resolutionand 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 andprocesses_
- _ ITIL V4 / 2011 Foundation or Intermediate certification_
- _ Capable to collaborate with Multiple Technical towers, face theCustomer, coordinate with the Vendors_