Jio Platforms Limited (JPL) Looking for Incident Problem Manager at Navi Mumbai, Maharashtra, India

Jio Platforms Limited (JPL); Navi Mumbai; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

An established industry player is seeking a seasoned professional to lead Problem Management initiatives. This role is pivotal in analyzing repeat incidents and driving proactive measures to enhance service quality. With a strong emphasis on collaboration with technical SMEs, you will be responsible for managing the RCA process and ensuring timely resolution of issues. The ideal candidate will have extensive experience in incident management and a solid educational background in Computer Science or related fields. Join a dynamic team that values innovation and excellence in problem resolution, making a significant impact on operational efficiency.

Qualifications

• 15-18 years of relevant industry experience required.
• Graduate degree or equivalent in Computer Science or related fields.

Responsibilities

• Drive Problem Management to avoid repeat incidents in Applications and Infrastructure.
• Track and manage open RCAs and incidents to meet service levels.

Skills

Problem Management

Root Cause Analysis (RCA)

Incident Management

Technical Leadership

Collaboration

Education

Graduate degree in Computer Science

Equivalent qualification in IT, Electronics & Telecommunications

Job description

Job Responsibilities:

1. Deep dive into technical RCA of repeat incidents and identify & track action items.
2. Work with Technical SME to drive Problem management agenda to avoid any repeat RCA in Application and Infrastructure domain.
3. Track open RCAs and identify any RCA that requires increased focus to meet committed service levels (e.g., hosting Problem management meetings as required, one-on-one mentoring, escalation, etc.).
4. Drive both PPM and CPM (proactive and corrective Problem Management) across all incidents.
5. Publish all prescribed reports/dashboards as per defined timelines.
6. Own and execute all Problem Management matrices like number of problem records, RCA submission within TAT, number of open Problem Records, quality of RCA, tracking action items, and ensuring timely closure.
7. Act as a point of escalation for day-to-day Problem issues and escalate to Owner Groups as required to bring the resolution of Problems back on schedule.
8. Manage team and collaborate with leadership team.
9. Ensure the quality of the RCAs, as requested, and identify areas for improvement using key measurements.
10. Ensure reduction in incidents (including repeat) by effective Problem Management.
11. Deep dive into technical resolution of repeat incidents.
12. Work with Technical SME to drive incident agenda to avoid any incident in Application and Infrastructure domain.
13. Lead as a point of escalation for day-to-day incident issues and escalate to Incident Owner Groups as required to bring the resolution of incidents back on schedule.
14. Track open incidents and identify any incident that requires increased focus to meet committed service levels (e.g., hosting incident meetings as required, one-on-one mentoring, escalation, etc.).

Education:

Graduate degree or equivalent qualification in Computer Science, IT, Electronics & Telecommunications.

Experience Requirements:

15-18 years of relevant industry experience.