Incident & Problem Manager - Troubleshooting (3-8 Yrs) Bangalore (Others)

We have an urgent opening for Incident & Problem Manager. Job Description : Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations. Daily Responsibilities : Resource Management, Shift Management (Roster Preparation/Updating), Daily /Weekly/ Monthly/ Yearly Incident & Problem reporting to the management, not only limited to this. Role Purpose : - Single point of contact for one or more incidents and problems - Responsible for Ownership and Coordination of actions of those Incidents and 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, analyse and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit. Key Accountabilities : - Identifies trends and potential problem sources (by reviewing Incident and problem analysis) - Monitor the incidents to ensure that the Service Level Agreement are respected - Prevents the replication of problems across multiple systems - Reviews the efficiency and effectiveness of the problem control process - Monitors the effectiveness of error control and makes recommendations for improvements - Maintains inventory of problems under analysis and their current progress and status - Follows up issues and progress with problem owners where necessary - Updating KEDB - Produces Problem Management reports and management information - Prevents recurrence of issues by identifying root cause and implementing fix - Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party - Drive all problems towards root cause identification and permanent fix - Need to have innovative approach as problems are unique and need to use different RCA techniques - Monitor the workload per Tier 1 Analyst - Responsible for communicating with the Incident Process Owner - Responsible for the effective implementation of the process "Incident Management " and carries out the respective reporting procedure.
-Represent the first stage of escalation for Incidents - Ensure the closure of all resolved and end-user confirmed Incident records - Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable

Required Skills : English