Job Summary

Should have a good understanding on incident and Change management process• Should follow the entire life cycle of Problem Management process.• Responsible for performing root cause analysis for all high severity problems and drive permanent fixes for such incidents along with the support groups and vendors.• To prevent recurrence of incidents in the IT infrastructure• Knowledge on problem solving techniques such as 5 whys(Mandatory) & Fishbone preferred.• Co-ordinate with the support tracks to ensure the RCA’s are uploaded within the defined SLA.• Ensure the root cause are completely eliminated by effective means of CAPA(corrective & Preventive actions) implementation• Host Weekly call with HCL support tracks to get the necessary updates for the problem tickets and to track the progress of the action items.• Presenting a monthly slide to the customer on monthly basis to show the performance/progress made on problem management.• Also responsible to work on proactive problem management ( Trend analysis and deriving a good inference)• Should have a good decision making & analytical skills• To regulate the lifecycle of all incidents/problems reported through the ITSM Tool, ensuring strict adherence to Problem Management processes and agreed Service Level Agreements.• Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; Analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the closure• Excel and PPT knowledge will be an added advantage.

Key Responsibilities

Should have a good understanding on incident and Change management process• Should follow the entire life cycle of Problem Management process.• Responsible for performing root cause analysis for all high severity problems and drive permanent fixes for such incidents along with the support groups and vendors.• To prevent recurrence of incidents in the IT infrastructure• Knowledge on problem solving techniques such as 5 whys(Mandatory) & Fishbone preferred.• Co-ordinate with the support tracks to ensure the RCA’s are uploaded within the defined SLA.• Ensure the root cause are completely eliminated by effective means of CAPA(corrective & Preventive actions) implementation• Host Weekly call with HCL support tracks to get the necessary updates for the problem tickets and to track the progress of the action items.• Presenting a monthly slide to the customer on monthly basis to show the performance/progress made on problem management.• Also responsible to work on proactive problem management ( Trend analysis and deriving a good inference)• Should have a good decision making & analytical skills• To regulate the lifecycle of all incidents/problems reported through the ITSM Tool, ensuring strict adherence to Problem Management processes and agreed Service Level Agreements.• Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; Analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the closure• Excel and PPT knowledge will be an added advantage.

Skill Requirements

Should have a good understanding on incident and Change management process• Should follow the entire life cycle of Problem Management process.• Responsible for performing root cause analysis for all high severity problems and drive permanent fixes for such incidents along with the support groups and vendors.• To prevent recurrence of incidents in the IT infrastructure• Knowledge on problem solving techniques such as 5 whys(Mandatory) & Fishbone preferred.• Co-ordinate with the support tracks to ensure the RCA’s are uploaded within the defined SLA.• Ensure the root cause are completely eliminated by effective means of CAPA(corrective & Preventive actions) implementation• Host Weekly call with HCL support tracks to get the necessary updates for the problem tickets and to track the progress of the action items.• Presenting a monthly slide to the customer on monthly basis to show the performance/progress made on problem management.• Also responsible to work on proactive problem management ( Trend analysis and deriving a good inference)• Should have a good decision making & analytical skills• To regulate the lifecycle of all incidents/problems reported through the ITSM Tool, ensuring strict adherence to Problem Management processes and agreed Service Level Agreements.• Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; Analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the closure• Excel and PPT knowledge will be an added advantage.

Other Requirements

Should have a good understanding on incident and Change management process• Should follow the entire life cycle of Problem Management process.• Responsible for performing root cause analysis for all high severity problems and drive permanent fixes for such incidents along with the support groups and vendors.• To prevent recurrence of incidents in the IT infrastructure• Knowledge on problem solving techniques such as 5 whys(Mandatory) & Fishbone preferred.• Co-ordinate with the support tracks to ensure the RCA’s are uploaded within the defined SLA.• Ensure the root cause are completely eliminated by effective means of CAPA(corrective & Preventive actions) implementation• Host Weekly call with HCL support tracks to get the necessary updates for the problem tickets and to track the progress of the action items.• Presenting a monthly slide to the customer on monthly basis to show the performance/progress made on problem management.• Also responsible to work on proactive problem management ( Trend analysis and deriving a good inference)• Should have a good decision making & analytical skills• To regulate the lifecycle of all incidents/problems reported through the ITSM Tool, ensuring strict adherence to Problem Management processes and agreed Service Level Agreements.• Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; Analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the closure• Excel and PPT knowledge will be an added advantage.