• Job Description

  Req#: 355457
  Skill: Problem Manager
  
  
  Must have skills:
  • Clear understanding of ITIL and ITSM.
  • Six Sigma or Project Management experience or certification.
  • ServiceNow.
  Responsibilities:
  • In depth knowledge of Problem and/or Incident management philosophies and tools.
  • Experience with ServiceNow.
  • In-depth understanding of technology environments and organizations.
  • Management and coordination of all activities necessary to detect problems that potentially affect the service level by analysis of Incident Management data and supplier / development documentation.
  • Contributes to reporting and measures adherence to established KPI.
  • Contributes to the improvement of the Problem Management process so that more problems can be analyzed, and corrective actions determined faster.
  • Provide comprehensive overview of metrics to assigned groups.
  • Assist with the development of quality goals for assigned groups for problem reduction, change quality and quality of implementation.
  • Manage or participate in larger projects involving Problem Management.
  • Research alerts, problems, and trends in performance to identify improvement opportunities.
  • Coordinates and executes process training.
  • Prioritize problems to be resolved with the Incident Process Manager.
  • Designs and conducts regular audits of problem records for adherence to process standards and quality of documentation.
  • Manages reviews/updates of process and procedural documentation.
  • Collaborates with support partners to identify Problems with people, process, & technology.
  Generic Managerial skills:
  • Previous experience as an Incident Manager or Problem Analyst/Manager.
  • In-depth understanding of technology environments and organizations.
  • Proven ability to communicate directly and diplomatically with strong customer focus.
  • Ability to use advanced problem-solving techniques to analyze for true root cause of problems and incidents.
  • Effective written and verbal communication skills.
  • Ability to make sound decisions based on logical reasoning.
  • Ability to work in a stressful & high-volume environment.
  Salary Range - $100,000-$120,000 a year
  
  
  #LI-NR3

• About the company

  Tata Consultancy Services is an Indian multinational information technology services and consulting company headquartered in Mumbai, Maharashtra, India with its largest campus located in Chennai, Tamil Nadu, India.

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