Atos posted a job you might be interested in March 12, 2015 at 10:59AM

Atos



Atos Hiring for Problem Manager

Pune Area, India, IN - Information Technology and Services

The main purpose of the Problem Manager's role is twofold: firstly to reduce the number of incidents being recorded by the Service Desk, by proactively preventing the occurrence of incidents and problems within the IT infrastructure; secondly, to minimise

the adverse impacts of incidents and problems on the business caused by errors in the IT infrastructure and initiate actions to prevent recurrence of incidents related to those errors.





Range of Activities and Tasks :



The range of activities and tasks to be undertaken by a Problem Manager include:



* Produce MIR's for all P1 incidents (and P2, depending on the contractual agreement)



* Interface with Incident Managers to provide Root Cause/Trend analysis on incidents.



* Interface with incident/change management for incident/ change resolutions.



* Use trend and root cause analysis to investigate repeat problems, establish common trends that may cause a fault to arise and establish trends for SLA misses.



* Establish trend analyses as a standard vehicle for proactive problem management by analyzing historical data to identify and eliminate potential incidents before they occur.



* Record, manage and escalate service problems as appropriate;



* Maintain close liaison with support teams and senior managers over the introduction of major changes in order to resolve problems.



* Use Problem Register to review the problems currently open to aid in chasing referral groups and to share with Service Management.



* Log known errors on the database and keep up to date.



* Manage multiple faults occurring on the same piece of equipment and to manage the occurrence of the same fault on many units.



* Co-ordinate/manage major multi-client impacting incidents and support the Senior Problem Manager who holds the Major Incident Reviews (MIR) in order to develop an action plan to ensure non repetition.



* Co-ordinate problem resolution action plans, in the event a fault requiring a fix by more than one referral group.



* Represent Problem Management at Daily Service Review and pick up any associated actions



* Attend Problem Management Forums on a regular basis.





Competence Requirements



General



* Good customer interface skills - both on the phone and in person.

* Good analytical and problem solving skills.

* Strong focus on detail and ability to effectively and accurately record information.

* Good interpersonal skills and the ability to establish and develop internal and external relationships.

* Good presentation skills.

* Ability to organise and prioritise work in an effective manner.

* Customer focused with customer liaison skills.

* Team working skills.



Technical



* Experience in a customer service industry, preferably IT based.

* Sound knowledge of MS Office desktop applications.

* Good understanding of a range of desktop operating systems.

* Understanding of and ability to carry out quality assurance checks of work.

* Good knowledge of the other support teams and their interface with customers.

* Knowledge and experience in the use of customer request recording systems.

* Sound understanding of and ability to use USD or equivalent Customer Response Management tool.

* ITIL foundation is desirable but not essential.

No salary provided



Posted March 12, 2015 at 10:59AM from LinkedIn http://ift.tt/1AnXgv6

via IFTTT