Problem Management @Chennai Location

Job description:

Job Description

• Problem Logging
• Problem Investigation & diagnosis
• Post Incident Review Evaluation
• Impact details Evaluation
• RCA stakeholders Identification
• Steer RCA meetings
• Root cause and RCA actions conclusion
• Risk identification and escalation.
• Repeat Incident Analysis

• Minimum 8 years of experience in Incident and Problem Management practices, with a strong preference for individuals who have hands-on experience in Technical Application and Infrastructure Operations support.
• The educational background should include a Bachelor’s Degree in Information Technology or a related field. In terms of professional certifications, holding at least an ITIL v4 certification is a must.
• Holding a Six Sigma Certification with proficiency in Excel, Data Analytics, or Power BI is essential for this position.
• Efficient in English business writing and elocutions. Must be able to listen efficiently and summarize Root Cause discussions in clear and impactful reports.
• Have sound knowledge of Banking Industry in General in Retail, Transactional and Financial Market businesses.
• Lead, facilitate and follow up on the investigation of problems, via root cause analysis (following on from incidents) and produce investigative reports
• Assume the role of Problem Coordinator/Facilitator/Auditor in the Problem Management process.
• Record, coordinate, and report Problems, Tasks and Known Errors in the Source of Records (ServiceNow ITSM) including:

Mandatory Skills: ITIL Problem Mgmt .

Experience: 8-10 Years .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

• Minimum 8 years of experience in Incident and Problem Management practices, with a strong preference for individuals who have hands-on experience in Technical Application and Infrastructure Operations support.
• The educational background should include a Bachelor’s Degree in Information Technology or a related field. In terms of professional certifications, holding at least an ITIL v4 certification is a must.
• Holding a Six Sigma Certification with proficiency in Excel, Data Analytics, or Power BI is essential for this position.
• Efficient in English business writing and elocutions. Must be able to listen efficiently and summarize Root Cause discussions in clear and impactful reports.
• Have sound knowledge of Banking Industry in General in Retail, Transactional and Financial Market businesses.
• Lead, facilitate and follow up on the investigation of problems, via root cause analysis (following on from incidents) and produce investigative reports
• Assume the role of Problem Coordinator/Facilitator/Auditor in the Problem Management process.
• Record, coordinate, and report Problems, Tasks and Known Errors in the Source of Records (ServiceNow ITSM) including:
• Problem Logging
• Problem Investigation & diagnosis
• Post Incident Review Evaluation
• Impact details Evaluation
• RCA stakeholders Identification
• Steer RCA meetings
• Root cause and RCA actions conclusion
• Risk identification and escalation.
• Repeat Incident Analysis
• Participate in or lead Service Improvement Plans (SIPs).