Job Role : Problem Management : Retrospect, understand, learn and document to avoid future problems.
Incident Management : Monitors Incidents and Problem to understand and avoid future impact by making sure proper RCA is done.
Provides regular analysis on improvement areas.
Chairs problem management and RCA meetings to review outstanding problems and resolutions.
Facilitates post incident reviews with account leads, technical account managers, T2 / T3 leads and regional managers.
Generates and coordinate a monthly Report to develop cross learnings and drive important business decisions.
Collaborate actively on open actions timely.
Identifies problems and do analysis to recommend Service Improvement plans.
Ensures concerns are addressed in a timely manner, including the following : events,
Conduct regular KPI gap analysis to engage relevant teams to fix the problems in timely manner.
Actively manage and follow-up on ageing open tickets for resolution and closure.
Audits tickets to ensure proper analysis and compliance by Tier 1 and Tier 2 teams.
Takes end to end responsibility on SOP repository. REQUIRED 2-4 years of relevant experience.
Excellent analytical skills (logical / critical thinking). Previous experience performing trend analysis.
Problem Solver - following an issue through to its logical conclusion and escalating where necessary.
Extensive soft skills, including communication, negotiation, organization, time management and problem solving.
Writing skills - maintaining accurate documentation and technical authorship of complex documents.
A basic understanding of the ITIL framework.
Superior teamwork skills.
Strong interpersonal and communication skills are a must; ability to read, write, and speak in a professional manner.
Must possess a personal sense of urgency.
Ability to effectively multi-task and adapt to changing business priorities.
Superior customer service skills.
Excellent time management and organizational skills.
Excellent attention to detail.