PROBLEM ANALYST L1

Wipro; Hyderabad; Presencial; INR 1.800.000 - 3.000.000; Jornada completa

Descripción de la vacante

Wipro in Hyderabad is seeking a senior ITSM leader to drive Change and Problem Management processes. You will work with cross-functional teams, supervise Problem Analysts, and ensure alignment with service quality levels.

The role requires 10–12 years of ITSM experience, ITIL V3/2011 foundations, and strong communication skills to engage with customers and vendors. Responsibilities include identifying problems, coordinating with Incident, Change and Configuration Management, and guiding process

Formación

• 10-12 years of ITSM experience in Change and other processes.
• ITIL V3 / 2011 Foundation or Intermediate certification.
• Capable to collaborate with multiple technical towers, face the Customer, coordinate with the Vendors.
• Project Management experience.

Responsabilidades

• Identify and log problems (proactive and reactive) with Problem Analysts.
• Ensure resources are committed by IT managers or Team Leads for problem management.
• Ensure activities meet agreed service quality levels in problem management.
• Provide status updates on problems and known errors.
• Coach Problem Analysts and guide problem management activities.
• Liaise with Service Management functions and other teams to report on progress.

Conocimientos

Communication skills

Presentation skills

Technical knowledge

Statistical analysis

ITSM experience

ITIL Foundations

Vendor coordination

Descripción del empleo

Job Description:

Job description:

Job Description

RESPONSIBILITIES

• Do
• Ensures Problems are properly identified (both proactive and reactive), classified and logged by Problem Analysts
• Ensures IT managers or Team Leads are properly identifying and committing resources to perform all Problem Management activities
• Ensures that the individual activities of the process are carried out with regards to agreed service quality levels
• Ensures Problem Analysts are adhering to the Problem Management Process
• Provides status updates on problems and known errors
• Provides guidance, direction and coaching on Problem Management activities
• Contributes to Continuous Process Improvement activities by identifying training opportunities for Problem Management team, improvement opportunities for the tools and improvement opportunities for the process
• Functions as point of escalation for Problem Management Analysts
• Conducts Problem Reviews
• Responsible for liaising with and providing reports to other Service Management functions
• Works with Service Desk, Incident Management, etc. and Problem Analyst(s) to determine whether to perform Root Cause Analysis or to implement identified solutions
• Coordinates with Incident Management, Change Management, and Configuration
  Management to ensure correct and consistent data is provided to the Problem Management process
• Coordinates Problem Analysts time for problem resolution and proactive analysis
• Tracks status of Requests For Change (RFCs) initiated by Problem Management
• Estimates cost of solutions

KEY SKILLS AND COMPETENCIES

• Strong communication and presentation skills
• Technical knowledge
• Good understanding of statistical and analytical principles and processes
• 10-12 years of ITSM experience in Change and other processes
• ITIL V3 / 2011 Foundation or Intermediate certification
• Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors

• Mandatory Skills: Project Management.
• Experience: 5-8 Years.

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