Subject Matter Expert (Support&Ops)
India
Job Description
Subject Matter Expert (Support&Ops)
Sholinganallur, Tamil Nadu
Job Summary
Problem management Roles and Responsibilities:
- Create, prioritize, and manage Problem Records throughout their lifecycle.
- Conduct root cause analysis (RCA) using techniques such as 5 Whys Analysis.
- Ensure that the RCAs for problem tickets are submitted as per the agreed SLA.
- Coordinate with technical teams to investigate complex issues.
- Document Known Errors and maintain the Known Error Database (KEDB).
- Raise and track corrective and preventive actions through Change Management processes.
- Monitor effectiveness of implemented fixes and preventive measures.
- Perform emerging trend analysis to identify recurring incidents and service issues.
- Share the recurring incident ticket trend analysis to the respective support groups.
- Create Pro-active problem tickets for reducing recurring incidents.
- Prepare reports and dashboards on problem trends, backlog, RCA status resolution effectiveness.
- Facilitate Weekly Problem Review Meetings for effectively driving the overall problem management process.
- Ensure compliance with ITIL practices, organizational policies, and service improvement objectives.
Key Responsibilities
1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders
Skill Requirements
null
Other Requirements
null
Information at a Glance