Do

RESPONSIBILITIES

Ensures Problems are properly identified (both proactive and reactive), classified and logged by Problem Analysts

Ensures IT managers or Team Leads are properly identifying and committing resources to perform all Problem Management activities

Ensures that the individual activities of the process are carried out with regards to agreed service quality levels

Ensures Problem Analysts are adhering to the Problem Management Process

Provides status updates on problems and known errors

Provides guidance, direction and coaching on Problem Management activities

Contributes to Continuous Process Improvement activities by identifying training opportunities for Problem Management team, improvement opportunities for the tools and improvement opportunities for the process

Functions as point of escalation for Problem Management Analysts

Conducts Problem Reviews

Responsible for liaising with and providing reports to other Service Management functions

Works with Service Desk, Incident Management, etc. and Problem Analyst(s) to determine whether to perform Root Cause Analysis or to implement identified solutions

Coordinates with Incident Management, Change Management, and Configuration





Management to ensure correct and consistent data is provided to the Problem Management process

Coordinates Problem Analysts time for problem resolution and proactive analysis

Tracks status of Requests For Change (RFCs) initiated by Problem Management

Estimates cost of solutions

͏ KEY SKILLS AND COMPETENCIES

Strong communication and presentation skills

Technical knowledge

Good understanding of statistical and analytical principles and processes

10-12 years of ITSM experience in Change and other processes

ITIL V3 / 2011 Foundation or Intermediate certification

Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors

͏ ͏ ͏ Mandatory Skills: Project Management

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Experience: 5-8 Years

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📌 PROBLEM ANALYST (Hyderabad)
🏢 Wipro
📍 Hyderabad