Associate Lead - Problem Management

Required SkillsBehavioral | Microland Skills | Execution ExcellenceProcess | Root Cause Analysis | Fishbone DiagrammingProcess | Root Cause Analysis | Five Whys MethodTechnology | BI Tools / Systems, Development | SQL Server Reporting Services (SSRS) | Drill-down Reports and Bar ChartsProcess | IT Service Management | Service Catalogue ManagementTechnology | IT Technical Support Activities | Second Line SupportTechnology | IT Service Management | Setting SLAsEducation Qualification :Engineer - B.E / B.Tech / MCACertification Mandatory / Desirable :Technology | IT Service Management Certifications | ITIL Intermediate CertificateDetails:Will be responsible to own the process and the supporting documentation for the process with limited supervision.This includes accountability for setting policies and providing direction for the development, design and integration of the process as it applies to other applicable frameworks and related ITSM processes being used and / or adopted in the organization.The Process Owner will be accountable for the overall health and success of the Problem Management Process1) Participate in post mortem meetings and drive service providers to identify root cause including well defined corrective/preventative action plans2) Manage problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution in line with agreed3) resolution plans;4) Strong exposure to Service Now with a clear understanding of how tools should be used to support problem management process activities.5) Pro-actively identify operational issues and trends;6) Provides appropriate reporting and drive resolution working directly with Service Providers;7) Monitors problem management performance metrics and Key Performance Indicators (KPIs);8) Creating and updating of Problem Records9) Organising and chairing Problem Investigation and Problem Review Meetings10) Driving investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements) Company Industry Consulting Management Consulting Advisory Services Department / Functional Area Administration Keywords Associate Lead - Problem Management Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com People Looking for Associate Lead - Problem Management Jobs also searched

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