Problem Management

TCS hiring for Problem Management

Location: Bangalore

Experience: 4-6

Must have:

• Participate in postmortem meetings and drive service providers to identify root cause including well defined corrective/preventive action plans
• Manage problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded, and tracked to resolution in line with agreed resolution plans
• Strong exposure to Service Now with a clear understanding of how tools should be used to support problem management process activities
• Pro- actively identify operational issue and trends
• Provides appropriate reporting and drive resolution working directly with Service Providers
• Monitor's problem management performance metrics and Key Performance Indicators (KPIs)
• Facilitates and participates in problem management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues
• Creating and updating of Problem Records
• Organizing and chairing Problem Investigation and Problem Review Meetings
• Driving investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements)