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Gurgaon

    Problem Management Specialist - gurugram, India - Getronics

    Getronics
    Getronics gurugram, India

    6 days ago

    Default job background
    Technology / Internet
    Description

    Problem Management:

    • Carry out regular trend analysis incident data sets to identify errors.
    • Manage the full life cycle of problem records.
    • Deliver double digit reductions to incident volumes for supported accounts.
    • Use ITOA tools to understand actual user experience.
    • Maintain known error records and knowledge base.
    • Assist with shift left opportunity identification.
    • Maintain problem records and tracker
    • Chair weekly problem management calls.
    • Drive efforts to ensure no major incident recurrence.
    • Provide monthly problem management reports to Service Delivery.
    • Document and communicate technical recommendations with supporting cost/benefit analysis.
    • Maintain required touchpoints with other ITIL functions such as Change Management, Knowledge Management etc.
    • Author Major Incident Reports for internal and external distribution
    • Build close partnership with service desk and resolver teams to drive process improvements
    • Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with Change Enablement, incident management, and configuration management etc.

    Skills/Experience

    • Excellent verbal and written communications with proven report writing skills.
    • Ability to adhere to governance standards and processes.
    • Strong interpersonal and relationship building skills. You must be able to work as part of a team.
    • IT knowledge (broad rather than deep) of IT systems and technology.
    • Data analysis experience and structured approach to problem solving.
    • Strong Excel skills including pivot tables and experience using other Microsoft Office applications.
    • Proven customer support experience in a large global IT service support environment.
    • Experience with ServiceNow or another ITSM tool preferred.
    • An understanding of Service Level Agreements and their application.
    • Experience and understanding of ITIL process areas.
    • Excellent customer service skills and an ability to listen and understand the customer's requirements.
    • Experience of working with technical staff and 3rd parties.
    • Previous experience working with senior client stakeholders (director or C-level).
    • Ability to multi-task and priorities effectively.
    • Willingness to travel and a flexible approach to working hours.

    Qualification/Certification requirements

    • 3+ years' experience in Problem Management
    • ITIL certification preferred
    • IT or Business degree preferred
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