| Application Technology Support at Remote, Remote, USA |
| Email: [email protected] |
| From: Karthik abaka, Yochana [email protected] Reply to: [email protected] Position Desc : Coordinate and lead problem management activities/bridges ensuring root cause and permanent corrective actions are identified for high impact/high visibility Incidents. * Facilitate communications across ITO service teams, escalate and communicate up the management chain. * Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently. * Ensure timely creation and updates to the Problem record and appropriate priority is assigned to problem records. * Maintain open communication and good working relationships with all service teams that participate in Problem Management and help define ways to increase internal and external client satisfaction. * Review problem ticket records for accuracy of information, generate reports and facilitate Problem Reviews. * Develop trend analysis and prepare service improvement plans to address identified gaps. * Meet with Problem Process Owner to review process and procedures, revise and maintain Problem Management processes and procedures that reflect best practices. Skills : Must be able to work in fast paced environment. * Adaptability to demanding circumstances that require timely and accurate responses * Proven negotiation skills * Demonstrated ability to assess customer/client needs, creatively approach solutions, decide appropriate courses of action * Strong analytical, multitasking, and prioritization skills * Strong collaboration and partnering skills * Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders * Process skills; ability to work with ITO service teams to ensure effective operations * ITIL Foundations Experience : Must be able to work in fast paced environment. * Adaptability to demanding circumstances that require timely and accurate responses * Proven negotiation skills * Demonstrated ability to assess customer/client needs, creatively approach solutions, decide appropriate courses of action * Strong analytical, multitasking, and prioritization skills * Strong collaboration and partnering skills * Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders * Process skills; ability to work with ITO service teams to ensure effective operations * ITIL Foundations Keywords: |
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| Tue Sep 19 20:31:00 UTC 2023 |