Hi
Looking for consultant for the below mentioned position.
Experience Desired:: 8+ yrs
Job Title: Problem Manager
Job Type: Full time
Job Location: Irvine, CA
Skills Required:
Executes the Problem Management process tasks in adherence with requirements
Coordinates and manages the Problem Management process activities across the global factory and with external suppliers to agreed SLAs
Escalates risks and issues to the Problem Management Regional Process Owner
Supports Problem Management reporting (KPIs and customer SLAs)
Assists the Problem Management Regional Process Owners in driving Service management best-practice and ITIL process standardization
Assists the Problem Management Regional Process Owners in ensuring consistent end-to-end application of the Problem Management process across their account(s)
Assists the Problem Management Regional Process Owner in identifying and planning for Problem Management process improvement projects
Drives implementation of standard execution of the Problem Management process
Is responsible for the complete process adherence and handling of problems according to SLAs/OLAs
Is accountable for the delivery of Root Cause Analysis and problem resolution within given target duration
Is responsible for acting as an escalation point to expedite problem resolution
Is responsible for providing regular feedback to the Problem Management Process Owner
Is responsible for coordinating problem resolution involving internal support groups, vendors, suppliers, customers and managing any roadblocks
Ensures that necessary reports (e.g. RCA, Post Implementation Review, etc.) are delivered
Ensures quality of Known Error record and the Knowledge Database
Coordinates with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfillment and involves Supplier Management when necessary
Conducts Post Resolution Review of critical problems and supports to follow up of their activities together with Service Delivery Manager
Ensures that Problem Management KPIs are reported and their targets met
Takes escalations from Problem Coordinator and handle them accordingly
Builds awareness of a Problem Control Process across engaged parties and act as a Problem Management Process Expert
Ideally we need a certified Problem Manager certification from HDI along with ITIL foundation certification, having previously worked at Helpdesk and preferably had done Incident management at some point in career
Bachelor's degree
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Ruchie Agarwal
Sr. Recruitment Manager
Apex Technology Group Inc.
2 Kilmer Road, Suite C, Edison, NJ-08817
Phone: 732-964-1300 Extn 147
Fax: 732.819.7900
Email : ruchie@apextgi.com
Gmail/ Yahoo: agarwal.ruchie
Website: www.apextgi.com
"Don't wait for the perfect moment.
Take the moment and make it perfect"
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