Reporting to the Team Leader - OSM/PM within the GSC in Mumbai, the purpose of this role is to identify and minimize the adverse affects to our business and to our customers’ service caused by the occurrence of incidents, problems and errors in the deployed network, infrastructure or processes. A large part of the role involves analysis of fault tickets and other data, and the production of reports based on that data. The role is internally focused supporting in-country Assurance teams who own the external customer and supplier relationships.
Ensure process, procedure and work instruction documentation for Problem Management activities is up-to-date.
Analyze fault tickets and other data to produce relevant management information following Customer and Network Incidents and Problems.
Carry out trend analysis and produce reports.
Ensure IT managers or Team Leads are properly identifying and committing resources to perform all Problem Management activities.
Produce monthly reports for Key Customers.
Perform Proactive Problem identification activities.
Analyze recurring faults/ incidents and recommend action. Creates problem records based on inputs.
Work with Service Desk, Incident Management, etc. to determine whether to perform Root Cause Analysis or to implement identified solutions.
Produce statistical and other information to in-country Assurance Teams.
Coordinate with Incident Management, Change Management, and Configuration Management to ensure correct and consistent data is provided to the Problem Management Process.
Ensure that the individual activities of the process are carried out with regards to agreed service quality levels.
Report on performance against targets such as SLAs and OLAs as requested by in-country Assurance Teams.
Use available tools to match new incidents to existing problems.