Senior/Lead Consultant- Problem Management

he Job

Role:

Role Details

Roles and Responsibilities:

• Manage Critical to Business Events  related problems to ensure best resolution and elimination of all the root causes for the specific event or disruptions
• Drives all levels of the IT organization ( service Providers) to update their processes, procedures, and documentation
•   Provide control for the execution of operational activities and processes (like Incident, Problem, Service request Management)
• Communicate operations state of service throughout the global organization for problem management
• Provides ability to compare actual operating performance and behavior against design standards and SLAs
•  Managing the lifecycle of all problems (Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management )
• Thoroughly understand the ITSM Framework and Policy to manage the establishment of the problem management program and assist in the development and maintenance of related process, policies, and standards
• Ensure all IT critical events are communicated to the appropriate functions/stakeholders
• Provide control for the execution of operational activities and processes
• Provide means to compare actual operating performance and behavior against design standards and SLAs
• Provide a basis for service assurance and improvement
• Drive analysis,  root causes and preventing Incidents from happening in the future
• Ensures Proactive Problem Management by analyzing incident records, and using data collected by other IT Service Management processes to identify trends or significant Problems

Your Profile

Mandatory skills:

1. Service operations experience, with Hands-On experience of Problem Management in a multi-vendor setup across geography.

2. ITIL Foundation/Expert certification

3. Excellent communication and organization skills, Business Analysis and Presentation Skills

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5. Multitasking and taking leads in initiatives for process improvement.

6. Conversant with Spoken and Written English and global exposure to a multi-cultural organization structure

Good to have skills:

1. Lean sigma, 6 sigma, Fishbone & Five Whys methods, Understanding of Industry 4.0

2. Technical understanding on how infrastructure has been set up

3. Any relevant certification will be an added advantage – SIAM, Six Sigma, Agile-DevOps, PMP etc.

4. Technical knowledge on Infra, networking, storage, cloud, database