PROBLEM ANALYST L1

Job description:

Job Description

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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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.