Problem Manager

Job Description:

Experience in ITIL Service Management best practices and support processes. Service Management consultant will be accountable for service control and operations based on contractual obligation and industry standards and best practices. This role work across service management deliverables like incident management, change management, asset and configuration management, problem management, capacity management, availability management, release & deployment and continual service improvement.

Key Responsibilities:
• Ensure process compliance across different service management processes like incident Management, Change and Release Management, capacity management, availability management, CSI, problem management, asset and configuration management.
• Overall process ownership by collaborating with all resolver teams to ensure service management process adherence like reduction in ticket hoping, ageing ticket analysis etc.
• Working closely with client stakeholders to capture their expectations and ensure delivery center teams delivers according to client and process expectations working closely with leadership.
• Accountable for managing client escalations in service management areas
• ownership of team schedules and rosters for service management process staffing
• Ensure communication and ongoing updates through dashboards for infrastructure health and process compliance
• Engage teams members across different platform and also cross training to ensure primary and secondary accountability
• Conduct regular trainings/sessions for process updates or new hire orientations
• Ensure quality of service management delivery by setting up daily/weekly checkpoint with operations team members for reviewing and tracking progress on incident, change, service request, problem, risk, audit etc.
• Training need identification and compliance to ensure competent staffing for service management areas.
• Document and review client engagement risk with internal and client stakeholders and track progress on remediation plans.
• Ensure client agreed reports and created and published on agreed frequency with accurate information.
• Knowledge and Skill Requirements:
• Strong ITIL understanding with relevant ITIL qualifications
• Exposure to Infrastructure Operations Management
• Coordination, negotiation, and persuasion skills
• Ability to work with all levels of client and internal resources
• Strong oral and written communication skills
• Excellent interpersonal skills
• Apply Client methodology, Client reusable assets, and previous work experience to delivery consistently high-quality work.
• Deliver written or oral status reports regularly.
• Stay educated on new and emerging market offerings that may be of interest to our clients.
• Adapt to existing methods and procedures to create possible alternative solutions to moderately complex problems.
• Understand the strategic direction set by senior management as it relates to team goals.
• Use considerable judgment to define solution and seeks guidance on complex problems.
• Primary upward interaction is with direct supervisor. May interact with peers and/or management levels at a client and/or within Client. Establish methods and procedures on new assignments with guidance.
• Manage teams and/or work efforts (if in an independent contributor role) at a client or within Client.
• Extensive travel may be required.
• Organization skills
• Strong drive to excel in client service and customer satisfaction
• Strong understanding of Service Level Agreements and metrics
• Flexible to working in shifts
• • Good interpersonal skills

Qualifications:
• ITIL Foundation Certificate
• ITIL Intermediate Certificate in one of the Life Cycle (preferred)