Problem Manager

Atos Job Referrals
  • Pune
  • Confidential
  • 5-10 years
  • Views
  • 09 Jul 2017
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Referrer Detail

Tech. Lead,Application Development

  • IT/ Information Technology, Customer Service

  • IT/ Technology - Quality Assurance/ Testing, IT/ Technology - Software/ Services, IT/ Technology - Telecom Software
Job Description

Job Discription : - Main Purpose The main purpose of the Problem Managers role is twofold: firstly to reduce the number of incidents being recorded by the Service Desk, by proactively preventing the occurrence of incidents and problems within the IT infrastructure; secondly, to minimise the adverse impacts of incidents and problems on the business caused by errors in the IT infrastructure and initiate actions to prevent recurrence of incidents related to those errors. Range of Activities and Tasks ? The range of activities and tasks to be undertaken by a Problem Manager include: ? Produce MIRs for all P1 incidents (and P2, depending on the contractual agreement) ? Interface with Incident Managers to provide Root Cause/Trend analysis on incidents. ? Interface with incident/change management for incident/ change resolutions. ? Use trend and root cause analysis to investigate repeat problems, establish common trends that may cause a fault to arise and establish trends for SLA misses.

  • Establish trend analyses as a standard vehicle for proactive problem management by analyzing historical data to identify and eliminate potential incidents before they occur. ? Record, manage and escalate service problems as appropriate; ? Maintain close liaison with support teams and senior managers over the introduction of major changes in order to resolve problems. ? Use Problem Register to review the problems currently open to aid in chasing referral groups and to share with Service Management.