Overview
Skills
Job Details
TECHNOGEN, Inc. is a Proven Leader in providing full IT Services, Software Development and Solutions for 15 years.
TECHNOGEN is a Small & Woman Owned Minority Business with GSA Advantage Certification. We have offices in VA; MD & Offshore development centers in India. We have successfully executed 100+ projects for clients ranging from small business and non-profits to Fortune 50 companies and federal, state and local agencies.
Hello, I am Kishore Mandaloju from TechnoGen Inc., we are collaborated with US based Clients and working for different positions from past many years and placed many of the consultants. I am currently looking for Problem Manager for one of our clients. Below is the job description for your review Please let me know if you would be interested and please attach your updated resume at kishore.m
Role: Problem Manager
Location: Evansville Indiana - Hybrid
Hire Type: 6 months+ Contract
ABOUT THE ROLE:
Top 3 skills:
Communicator, Analytics, Problem Solving
Mandatory Skills:
Problem Manager position will report into the Operational Excellence team. This role will be responsible to drive processes for analyzing root cause of incidents, identifying corrective actions and tracking them to closure. Responsibilities The resource will be assigned to a domain (which is a grouping of applications, for example: Digital apps) Ensure all closed incidents in this domain have a related problem ticket. (Focus more on P1, P2 & P3 incidents initially).
Schedule and facilitate a formal "PIR" (Post Incident Review) after the resolution of every significant incident (P1, P2, P3). Invite all key participants from the incident response & resolution as applicable (L2, L3, Monitoring Analysts, Incident Commanders, Scribes, Infra, Network, Helpdesk, etc). Conduct RCA within set SLA turnaround times Conduct extensive problem analysis with attention to detail for all problem tickets within the assigned domain.
Dig deeper and ask the 5 Whys. Prioritize problem tickets linked to incidents in this order: P1s, P2s, P3s, P4s. Assign action items and follow up with other teams to drive closure for: Resolving the underlying root cause with technology Addressing any process or training gaps Improving logging, monitoring & alerting so that we can detect a potential issue before it occurs, and/or diagnose & resolve it faster Addressing other areas that may have a similar problem. Capturing any longer-term approaches Updating SOPs and other knowledge management articles Determine solution workarounds until all action items are closed Coordinate reporting of open problems, aging problems, recurring impact from problems, closed problems, etc. Include categorization, overall reporting and domain specific reporting. Show trending. Facilitate meetings with other teams to share the reporting and drive toward closure on all Problem tickets in this assigned domain.
Build out Knowledge Management. Write articles, manage articles, enable self service through knowledge. Be Proactive: Identify problems based on trend analysis from past incidents (heavy hitters) & monitoring data. Open problem tickets if they don't already exist and follow through.
Desired Skills:
Bachelor's degree in Computer Science, Information Technology, or Related field Minimum experience of 2 years working in a Technology organization Analytical mindset and ability to grasp complex topics Understanding of application and infrastructure stacks and technologies Excellent verbal and written communications Intermediate experience with Microsoft Office (Visio, Excel, Word, PowerPoint, Outlook) Ability to multi-task with multiple priorities Proven ability to establish and maintain positive customer and team member relationships Nice To Have: ITIL training certification Extensive experience with Problem Management and Incident Management Experience as a user of the ServiceNow platform
Thanks & Best Regards,
Kishore Mandaloju
TechnoGen Inc.,
kishore.m