Problem Manager Or Senior Problem Analyst Job in Jk Technosoft

Job Description:

Roles & Responsibilities:

• The Support Manager will follow and adhere to the Problem Management Process.
• The Support Manager is responsible for driving down the adverse effect on the business of incidents caused by errors within the infrastructure and to proactively prevent the reoccurrence of incidents and major incidents.
• The role is accountable to the process owner and as the process manager the successful candidate will safeguard the adherence to the processes and escalate any process failures to the Service Delivery Manager.
• The role will be expected to manage and co-ordinate a team of problem analysts based in the UK and India ensuring the team meet all deadlines and deliver an efficient and effective service to customers and internal stakeholders.
• Maintain quality of service by maintaining excellent customer service standards, analysing and resolving service quality issues and recommending service improvements.
• Act as a primary communication interface for the problem and capacity team, liaising with all level of management and ensuring resolutions are brought to conclusion in a timely manner escalating issues to the Service Delivery Manager.
• Undertake Problem Management activities including initiating problem investigations and identifying root cause through to resolution.
• Ensure there is adequate IT Capacity to meet required levels of service by reporting, advising and forecasting on all aspects of infrastructure capacity and demand.
• Produce problem management and capacity management reports and management information ensuring the team as a whole meet all deadlines.
• Monitor and measure team performance establishing and maintaining an excellent level of service quality.
• Co-ordinate and provide onsite and remote training to both internal engineering teams and management teams were required.
• Attend service reviews for all contracts supported by Problem Management ensuring actions are assigned and completed, escalating any issues to the Service Delivery Manager.
• Qualification/Education: Bachelor s degree (BE/B.TECH) in Computer Science or related qualification. A master s degree is always helpful..

Must-Have:

• Two Years+ Experience as a Problem Manager or Senior Problem Analyst.
• Two Years+ Managerial Experience.
• Excellent problem solving skills.
• Excellent interpersonal and communication skills including previous experience liaising with all levels of management.
• Self-motivated.
• Ability to prioritise a team affectively.
• Flexibility in approach.
• Ability to work under pressure.
• Excellent customer facing and influencing skills.
• Ability to make decisions and take ownership.
• Experience using a Service Management Tool.
• Previous working experience within in first/second/third line support.
• Good knowledge of networking and infrastructure environments.
• Excellent knowledge of MS Excel.
• ITIL Intermediate Certification.

Contact Resourcing Person: Roshini Sekaran