Problem Management

TCS hiring for Problem Management\n\nLocation: Bangalore\n\nExperience: 4-6\n\nMust have:\n\nParticipate in postmortem meetings and drive service providers to identify root cause including well defined corrective/preventive action plans\nManage problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded, and tracked to resolution in line with agreed resolution plans\nStrong exposure to Service Now with a clear understanding of how tools should be used to support problem management process activities\nPro- actively identify operational issue and trends\nProvides appropriate reporting and drive resolution working directly with Service Providers\nMonitor’s problem management performance metrics and Key Performance Indicators (KPIs)\nFacilitates and participates in problem management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues\nCreating and updating of Problem Records\nOrganizing and chairing Problem Investigation and Problem Review Meetings\nDriving investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements)