About the role
To manage technology problem management activities through root-cause analysis, evaluation of recurring issues and implementation of corrective actions that improve service reliability.
- Proactively focus, across tower and across discipline, on Problem Management owned issues to identify incident and problem trends.
- Communicate with technology owners and facilitate plans of attack to ensure the reduction of potential problems in the environment and associated risk to the business.
- Eliminates defects and noise that consume considerable staff resources and provides clarity and methodologies which shorten time to remediate any discovered defects in process or infrastructure.
- Analyze incident, problem, monitoring and change data and develop methods to programmatically identify the causes of recurring incidents, alerts, and noise in the environment.
- Ensure that plans and actions are in place to eliminate and resolve these issues at all Priority/Severity Levels.
- Manage the Root Cause Analysis process working with impacted lines of business to ensure that quality and in-depth root cause analysis and improvement actions are developed as soon as reasonably possible for high impact outages or for recurring issues.
Experience: 8 to 10 years
Qualifications: Graduation (Any Specialization)/Post Graduation (Any Specialization)