BT Problem Manager in Gurugram, India

Purpose of Role:

  • Ensure positive perception of the problem management process

  • Continuously improve our capability on problem management provided to our customer

  • Perform the management of both reactive root-cause analysis (RCA) and proactive trend analysis

  • Communicate and coordinate with concerned parties through the Problem Management process

  • Prevent re-occurrence of Incidents and minimize the impact of incidents that cannot be prevented

  • Overlook the Known-error database


  • Ensure and monitor that appropriate action is taken to anticipate, investigate and resolve problems in systems and services

  • Maintain problem and task records to ensure that such problems are fully documented within the relevant reporting system(s).

  • Coordinate with the internal Subject Matter Expert (SME) teams to guarantee assigned resources to work on Problems.

  • Make and drive root cause investigations, problem investigations, Managing RCA between technical teams

  • Follow up with appropriate SMEs to complete both corrective and improvement actions defined during RCA.

  • Analysis and reporting of incident trend data to identify and eliminate root causes.

  • Review problems in conjunction with service level agreements to identify any issues and their impacts; specifies any required changes.

  • Support development and monitor implementation progress on permanent solutions

  • May involve liaising with internal, external and third party suppliers.

  • Maintain known error database updating with relevant solutions

  • Production of statistics and reports to demonstrate performance of the Problem Management process.

  • Ensure that agreed service levels are measured and monitored on an ongoing basis

  • Contribute to the development and implementation/improvement of policies and procedures.

  • Provide proactive activities in cooperation with other processes or functions (event, capacity, operations, design, transition)

  • Follows ITIL framework

  • Raise risks and provide structured recommendations

  • Support the development of mitigations and contingency plans

Challenging non-fact based decisions

Required Experiences and Skills

  • Minimum bachelor degree and 3 years problem management working experience

  • Excellent, high level of business English (both verbal and written)

  • ITIL V3 Foundation certificate

  • ITIL V3 OSA - Operational Support and Analysis Capability certificate (not mandatory but a plus)

  • COBIT certificate (not mandatory but a plus)

  • Provides great customer experience and support

  • Excellent on manage parallel work streams

  • Team-player attitude

  • Expert on making presentations and present this to wider audience.

  • Excellent communication and Customer care

  • Customer-oriented thinking

  • Willingness to handle difficult situations

  • Act properly and consequently in stressed situations

  • Desire for learning and knowledge sharing

  • Committed for strong documentation

  • Confident Windows and MS Office user

Desirable Skills

  • Affinity to technology and processes

  • Understanding of network, voice IT products is a plus

  • Enthusiastic and pro-active personality

  • Good understanding of procedures and application of procedures and concepts within own subject area (and understanding them in the context of the business).

  • Adapts information/style to the audience, explaining difficult issues clearly, to establish consensus and gain agreement.

  • Experienced and competent in own area.

  • Good understanding and practice of Problem Solving techniques (5 Whys, Fishbone, Kepner-Tregoe, etc.).

  • Network (LAN, WAN, Wireless, IPT, etc.) end user support (not required but a plus).

  • Experience with the most common ITSM tools available in the market (BMC, Service Now, CA, HP)

  • Shares own expertise with others.

  • Provide guidance and support to others. Completes own role independently or with minimal supervision/guidance.

  • Applies knowledge/skills to a range of standard and non-standard activities. Interprets client needs, assessing the full requirements.

  • Identifies solutions to non-standard tasks/queries.

Job: IT, Systems and Security

Title: Problem Manager

Location: India-India-Gurugram-Gurugram

Requisition ID: 86862