Problem/Change Manager

Job Title: Problem/Change Manager

Location: Raritan, NJ

Type: Full Time

Job Description:

• Problem ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of the Service Level Agreement.
• Understand the Problem management process flow as per ITIL
• Understand Roles and responsibilities of Problem Manager
• Understand the procedure to involve other teams
• Gather Root Cause analysis process and templates as per Fishbone diagram, Ishikawa diagram and other problem-solving techniques.
• Gather KEDB and workaround details.
• Understand Problem Ticket priorities and escalation matrix
• Understand Problem management tool
• Gather details of tools used for analysis of problems
• Understand the procedure to review RCA.
• Gather details about periodic dashboard reports.
• Gather history of Problem tickets and RCA's.
• Knowledge of the ITIL Change, Problem and Incident Management processes.
• ITIL V3 Intermediate / Expert or equivalent experience.
• Willingness to operate at all levels within the support structure.
• Flexibility regarding working hours - 24x7 shift cover.
• Well versed in ITSM/ITIL processes.
• Understanding of Workflow and functioning of Change Management and Change Task.
• Must be able to host CAB, eCAB and PIR calls along with customer and Business.
• Owning/Managing the KPIs, Reports and OLA/SLA for Change management.
• Understanding of Roles and Responsibilities of Change Manager.