Senior Problem Manager
- Orange Business
- 6 - 10 years
- Noida, Gurugram
- 11 months ago
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Job Description
Single point of contact for one or more problems
Responsible for ownership and coordination of actions of those problems
To analyze root cause, identify Known Error and coordinating actions to fix the error
To review the Problem Trends and Planning and Driving Improvement Plan
To be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams
Key Tasks
- Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
- Work with internal technical teams, Service Management and external stakeholders, customer and 3rd party
- Prevents the replication of Problems across multiple systems
- Lead problem management processes and initiatives
- Conduct regular reviews and audits of problem management processes
- Provide training support to junior team members
- Derive/support initiatives and projects end to end
- Collaborate with cross-functional teams to implement solutions
- Monitor and report on problem management metrics
- Share knowledge and promote a culture of continuous improvement
Job Objective:
Sr Problem Management aims to manage the lifecycle of all Problems by preventing Incidents from happening, and to minimize the impact of incidents that cannot be prevented Proactive Problem Management analyzes Incident Records, and uses data collected to identify trends or significant Problems
Sr Problem Manager Objectives:
Provide all RCAs on the agreed format and in a timely manner with the right quality as agreed with CSM
Engage with other OBS Problem Specialists to get their input regarding possible workaround solutions and corrective actions
Review Root Cause Analysis with Customer Service Manager and seek approval to the proposed corrective actions
Document knowledge articles following the agreed format whenever required by the customer
Maintain the agreed SLAs for Problem Management activities
Coordinate, escalate and track Problem Management activities with internal OBS entities
Manage all problems and RCA related to capacity issue, with Capacity manager reactively and proactively
- Provide training sessions and mentorship to junior staff, aiming for improved team competency and performance
- Establish key performance indicators (KPIs) for problem management and report on them regularly to stakeholders
- Effectively implement proven best practices across globe
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: After Sales Service & RepairRole: Service ManagerEmployement Type: Full timeContact Details:
Company: Orange BusinessLocation(s): Noida, Gurugram+ View Contact
Keyskills: Service management Training RCA Root cause analysis Junior Staff Problem management Customer service delivery operations Management Continuous improvement
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