Senior Problem Manager @ Orange Business

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Senior Problem Manager

Orange Business
6 - 10 years
Noida, Gurugram
3 months ago
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Job Description

Single point of contact for one or more problems

Responsible for ownership and coordination of actions of those problems

To analyze root cause, identify Known Error and coordinating actions to fix the error

To review the Problem Trends and Planning and Driving Improvement Plan

To be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams

Key Tasks

Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
Work with internal technical teams, Service Management and external stakeholders, customer and 3rd party
Prevents the replication of Problems across multiple systems
Lead problem management processes and initiatives
Conduct regular reviews and audits of problem management processes
Provide training support to junior team members
Derive/support initiatives and projects end to end
Collaborate with cross-functional teams to implement solutions
Monitor and report on problem management metrics
Share knowledge and promote a culture of continuous improvement

Job Objective:

Sr Problem Management aims to manage the lifecycle of all Problems by preventing Incidents from happening, and to minimize the impact of incidents that cannot be prevented Proactive Problem Management analyzes Incident Records, and uses data collected to identify trends or significant Problems

Sr Problem Manager Objectives:

Provide all RCAs on the agreed format and in a timely manner with the right quality as agreed with CSM

Engage with other OBS Problem Specialists to get their input regarding possible workaround solutions and corrective actions

Review Root Cause Analysis with Customer Service Manager and seek approval to the proposed corrective actions

Document knowledge articles following the agreed format whenever required by the customer

Maintain the agreed SLAs for Problem Management activities

Coordinate, escalate and track Problem Management activities with internal OBS entities

Manage all problems and RCA related to capacity issue, with Capacity manager reactively and proactively

Provide training sessions and mentorship to junior staff, aiming for improved team competency and performance
Establish key performance indicators (KPIs) for problem management and report on them regularly to stakeholders
Effectively implement proven best practices across globe

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations
Role Category: After Sales Service & Repair
Role: Service Manager
Employement Type: Full time

Contact Details:

Company: Orange Business
Location(s): Noida, Gurugram

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Keyskills: Service management Training RCA Root cause analysis Junior Staff Problem management Customer service delivery operations Management Continuous improvement

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Enter Skills (key skills, subjects, technologies & roles to use in search)

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Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

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Orange Business

Orange Business Services is a global IT and communications services provider, with services in 220 countries. We help companies collaborate more effectively, operate more efficiently and engage better with their customers, connecting their people, sites and machines securely and reliably.

Senior Problem Manager @ Orange Business

Home > After Sales Service & Repair