TechMahindra, we are hiring a Problem Management Analys

Educational Requirements:

• Bachelor's Degree in Computer Science or equivalent

• ITIL v3/v4 Foundation Certified

Experience Needed:

• 5+ years of experience working in a large and dynamic Enterprise Operations environment.

• Problem Management experience – 1-3 years

Problem management certification or designation desired

Must

The Enterprise Problem Manager will:

• Facilitate in the development, refinement, and execution of all problem management processes.

• Responsible and/or chair the problem management review (major & 911 incident) processes throughout the Enterprise.

• Responsible and /or chair post-mortems providing the identification & publication of root cause for incidents along with placing measures to either mitigate recurrence or reduce recovery time restoring services.

• Applying a structured methodology and lead problem management activities

• Applying a problem management process and tools to support adoption of the problem methodology required by a project, initiative or steady state to resolve an issue.

• Facilitate and support problem communication and forum efforts

• Facilitate and support the design, development, delivery and management of problem management communications.

• Responsible for the Problem, Incident Severity Assessment (PISA) of all major & 911 communicated incidents within the problem lifecycle.

• Support training efforts

• Provide input, document requirements and support the design and delivery of problem management training programs.

Nice to Have

Skills and Qualifications

• A solid understanding of how people/teams go through the problem process/lifecycle

• Experience and knowledge of problem management principles, methodologies and tools

• Exceptional communication skills, both written and verbal

• Excellent active listening skills

• Ability to clearly articulate messages to a variety of audiences

• Ability to establish and maintain strong relationships

• Ability to influence others and move toward a common vision or goal

• Flexible and adaptable; able to work in ambiguous situations

• Resilient and tenacious with a propensity to persevere

• Forward looking with a holistic approach

• Organized with a natural inclination for planning strategy and tactics

• Problem solving and root cause identification skills

• Broad technical understanding with acute process efficiency acumen with a strong understanding of management controls and audit principles

• Able to work effectively at all levels in an organization

• Must be a team player and able to work collaboratively with and through others

• Acute business acumen and understanding of organizational issues and challenges

• Familiarity with project management approaches, tools and phases of the project lifecycle

Experience with large-scale organizational change efforts