IT Problem Management Consultant

Job code :
  • Full Time
  • Posted 17 days ago

Position             : IT Problem Management Consultant

Job Location    : Bangalore

Experience       : 5 – 7 years of work experience in Problem and Change Management

Education         : M.E / M.Tech /B.E / B.Tech/ Bachelor’s Degree

Main Responsibilities

Problem Management

  • Operational Problem management consultant working with Problem Management Process Owner in Belgium
  • Lead weekly Problem Management meetings which are attended by Specialist from different groups.
  • Ensure that Problems are recorded, reviewed and updated in the ITSM System.
  • Ensure that the relevant Critical Incidents have been recorded and referenced in all Problem tickets
  • Ensure that problems are recorded in the Share Point for follow up.
  • Assign task to the relevant specialist for Root Cause analysis and for follow up.
  • Schedule and oversee meetings for Critical Problems as and when required
  • When the problem has been resolved and sufficient time has elapsed for monitoring to ensure the issue does not repeat, closes the problem tickets and send out the necessary Closure Report & communication
  • Take part in the Proactive Problem Management based on the SCOM Alert & Incident trending on a weekly basis
  • Managing the Problem Management Mailbox by actively responding to the user who contacts Problem team
  • Take part in preparing SOPs, SOP-AI, Work Instructions for the process
  • Work on Continuous Service Improvement for the process
  • Prepare Monthly KPI reports for the Problem Management and share it with the Management

Reporting

  • Good knowledge of Excel (Formulae, Pivot, Graphs etc… Knowledge of Macros will be added value)
  • Analyzing the data and make quality reports.
  • Provide various timely reports to the client.
  • Extracting the raw data from the tools (BOXI) which are synchronized with ITSM.
  • Involvement in writing SQL queries for extracting the reports from ITSM tool.
  • Compiling the report as per the requirement of client.
  • Creating daily, weekly, monthly, quarterly & yearly reports
  • Creation of Monthly KPI Reports for Change & Problem Management
  • Creation of Audit Reports for the CMDB Process
  • Creation of SCOM Reports, Incident trending for Proactive Problem Management Process
  • Creation of Change / Problem / CMDB Reports for Continuous Service Improvements
  • Tools for reporting are ITSM 9.0 Smart Reporting.
  • Knowledge of reporting platform like Qlik sense would be great plus
  • Knowledge and awareness of different key KPIs & metrics related to the IT operations.

Required IT Skills

  • University degree/diploma required with 4-6years of experience or equivalent by experience.
  • Good written and verbal communications skills.
  • Strong follow-up and customer service orientation to ensure that relevant tasks are tracked and completed
  • Good teaming and collaboration
  • Excellent knowledge of Problem Management & Root cause analysis.
  • Excellent Knowledge of MIS Reporting & KPI generation.
  • Good knowledge of Change and Configuration management processes.
  • Knowledge of Infrastructure, Applications or Shared services environments
  • Good theoretical and practical exposure to ITIL framework.
  • Certification on ITIL foundation.
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About Tejaswi

Sree Tejaswi is a passionate blogger, who loves reading books and enjoys traveling around the world. She adores writing fun and informative articles on technology as well as health updates.