Summary
This position ensures that potential problems to IT service components are analyzed and investigated for their root cause and temporary work around/permanent solutions and hence negating the chance of the problem reoccurrence.Essential Duties & Responsibilities
• Creating Problem Requests, coordinating Problem Investigations and facilitate resolution activities
• Identifying trends and potential problem source
• Identifying incidents requiring a Problem Request
• Ensures that the problems for which he/she is responsible progress through the Problem Management process in a timely and prioritized fashion
• Ensures that the information entered in the problem investigations and known errors that they manage is accurate and complete
• Follow Help File, Knowledge Management and Solutions processes and best practices to create, modify Information identified through the Problem Management process
• Periodically reviews their problem investigations for which a practical solution cannot be found
• Verifies solutions and closes the known errors and problem investigations that they manage
• Communicates with and provides status updates to client
• Reporting and trend analysis
• Escalate Problem Requests as needed
• Accountable for the resolution of the Problem Request
• Assist with handling of major incidents and identification of Root Cause
• Understand EGS/NCO/APAC and Client infrastructure policies
• Enforce compliance of the Problem management policy with Support Staff
• Make Recommendations for improving the process, procedures and Problem Management application
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management.Qualifications & Requirements
Education:
• Bachelor’s Degree in related field or equivalent relevant work experience.Experience:
• 4 required/5 preferred years of IT experience
• 3 + years Problem Management experience
• ITIL knowledge and foundation certification
• Experience supporting and knowledge of various business operations preferred
• Solid understanding of how various systems interact with one another to accommodate business processes
• Demonstrable experience having designed and implemented significant productivity metrics as well as customer satisfaction improvement processes.
Knowledge, Skills, Abilities & Other Characteristics:
• Ability to deliver customer service to all levels of management, with a focus on senior manager/director level personnel.
• Demonstrate a breadth and depth of operational service delivery management expertise, preferably in an international environment.
• Self-motivated professional with excellent written and verbal communication skills.
• Ability to work independently as well as willing to follow direction and best practices.
• Ability to demonstrate a solid understanding of network components and concepts.
• Proficient personal computer skills including Microsoft Office.
• Ability to meet stated deliverables with general guidance.
• Understands project direction and context within the scope of service line.
• Ability to apply technology to project level requirements.
• Ability to prioritize and organize work in a multitasked environment.
• Ability to adapt to a flexible schedule.
• Ability to maintain the highest level of confidentiality.Position Scope
• Supervisory/Management Responsibility: None
• Relationships:
o Internal –
o External –
Work Environment
• Office environment.
• Ability to lift and/or move 20 pounds with or without accommodation.
• Ability to travel.
• Required to provide on-call support
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing, and altering job duties.
