Job Description:
Drive the Problem Management process, RCA and related SLAs
Responsible for the efficiency & effectiveness of Problem/Problem Management process
Managing communications including end users /external customers
Engaging right resource to resolve the Problem and thus avoid customer/business impact
Serves as an escalation point within the Problem Management process, engage next level of management support
Tracks the progress of all escalated Problem Ticket to ensure that this is resolved within the agreed -Service Level Agreement (SLA)
Provide reports and management information
Must have good communication skills and active listening skills
Must have basic understanding for IT Infra and Application
ITIL V3 Foundation Certified
Ability to work and interact across varied geographies and customers
Able to work in 24/7 environment
Problem Analysis skills
Proficiency in MS Office Suite
Work Experience:
Experience Range 5-8 Yrs, Bachelor’s Degree in Information Technology ,Telecommunications from an accredited university
