Noida, Uttar Pradesh

Job Summary

PROBLEM COORDINATOR

Understand the Problem Request and qualify it to be a valid Problem that justifies to be a Known Error and requires Problem Investigation and resolution

Create and own the lifecycle of Known Error records in the Known Error Database

Identify the resources required from various Technology Tracks (if required, also vendors) to work on the Problem record, in order to investigate, analyze and resolve the Problem

Document and communicate to the Service Desk, the recommended workarounds in order to support Incident Management efficiency

Document the Root Cause analysis actions, identified Root Causes and initiate actions (including any Changes) required to resolve the Known Errors and Problems

Communicate with the Problem Management Process Owner, in order to highlight any improvements identified in the Problem Management process, tools,



documentation or people’s

Receive and Record approved Known Errors in designated tools in with adequate details and consistency of language and format

Maintain Known Error Records with the Problem and Incident Records relationships

Update Known Error Records to include recommended Workarounds

Optimize KEDB search facility based on feedback and inputs from the Incident Management staff and Service Desk

Key Responsibilities

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📌 Track Lead (Noida)
🏢 HCLTech
📍 Noida