Advisor Incident Response
Posted on :
12-06-2024
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Job Description
Overview
TekWissen Group is a workforce management provider operating throughout India and several other countries worldwide. The client below is a leading technology company offering a range of IT solutions to businesses and organizations enabling them to transform their digital futures
Position: Advisor Incident Response
Location: Remote
Duration: 24 Months
Job Type: Contract
Work Type: Remote
Job Description:
- Major Problem Management Specialist
- Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution.
- Ensure that the right resources are available to investigate identify and resolve the root cause of a problem.
- Inform Management of outstanding problems.
- Assist in identifying investigating and managing underlying problems on a daytoday basis
- Performing Trend Analysis and Known Error management and where necessary feeding into the Service Improvement process
- The PM advisor will also attend relevant reporting meetings and provide reporting input on a regular basis
- Align with the teams to highlight risks and issues that may impact the overall customer environment
- Identifying recurring failure trends and working with appropriate teams to ensure these are controlled.
- Monitoring and improving error control Document solutions identified to prevent future occurrences and following up on them until completion Facilitate meetings to find and review root cause obtain additional inputs if needed identify solutions and actions items
- Closing the loop with Change Management when impacts are identified because of a change to the environment
Knowledge and Skills Required:
- 5 years of related experience in a professional role with a bachelors degree; or 3 years with a masters degree; or a PhD without experience; or equivalent experience.
- Ability to work with technical support teams to identify isolate and resolve problems and/or provide suitable workarounds before further incidents recur.
- Experience with recording and prioritizing problems with appropriate diligence.
- Experience with reporting issues and possible product defects to Product Management.
- Solid communication and documentation skills.
- Ability to work Under Pressure which often involves working within time constraints.
- Ability to handle multiple RCA activities.
- Experience in drafting/writing RCA is a must.
- Experience facilitating meetings and obtaining consensus among group members.
- Ability to keep following up until the root cause and solutions have been identified.
- Familiarity with IT service management tools and software such as ServiceNow
- Understanding of IT infrastructure components and their interdependencies.
- Understanding of each role and how it plays into the problem investigation.
- Knowledge of root cause analysis techniques.
- Ability to read and interpret technical documentation and system data.
- Excellent communication skills both written and verbal to liaise with various IT teams vendors and business stakeholders.
- Collaboration skills as problem management often requires coordination across different teams.
- Strong organizational skills with the ability to manage multiple problems simultaneously.
- Knowledge of the ITIL lifecycle especially the interfaces between problem management and other processes.
- Proven experience in identifying opportunities for process improvement.
- Ability to manage and set expectations with stakeholders.
- Experience in conducting reviews and presenting to senior management.
- Since IT environments are ever evolving its crucial for a problem manager to adapt to new technologies processes and challenges.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Employment Type
Full Time
Key Skills
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