PROBLEM ANALYST L1

Wipro; Hyderabad; In loco; INR 2.200.000 - 3.400.000; Tempo pieno

Descrizione del lavoro

Wipro Limited is seeking an experienced Problem Management lead to oversee proactive and reactive problem identification, classification, and resolution. You will guide analysts, coordinate with incident, change and configuration management, and provide accurate status updates on known errors.

The role requires 10-12 years in ITSM with Change and related processes, along with ITIL V3/2011 certification and strong stakeholder collaboration.

Competenze

• 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 vendors.

Mansioni

• Identifies and logs problems (proactive and reactive) and ensures proper classification.
• Guides and coaches Problem Analysts and tracks progress of RFCs.
• Coordinates with Incident, Change and Configuration Management for data integrity.
• Provides status updates on problems and known errors and supports root cause analysis when needed.

Conoscenze

Communication

Presentation

Technical knowledge

ITSM experience

ITIL V3/2011

Vendor coordination

Descrizione del lavoro

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

RESPONSIBILITIES

• 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

Mandatory Skills: Project Management.Experience: 5-8 Years.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.