Problem Manager

Direct message the job poster from HCLTech

Senior HR Generalist | Global Senior Tech Recruiter |Talent acquisition|Operations | Employees relations

About the Company

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products. HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark. It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

About the Role

Lead and manage the resolution of problems within the IT environment.

Responsibilities

• Manage the problem investigation process, ensuring that problems are correctly identified and resolved in a timely manner.
• Lead RCA review calls with technical teams and vendors and follow RCA techniques like 5 WHYs, Pareto, Fishbone etc…
• Ensure that correct and adequate workaround solutions and / or permanent fixes are made available to the business.
• Maintain the Problem Management process and associated tools and templates.
• Periodically perform analysis to identify and register proactive problems.
• Document known error with workaround solutions and / or permanent fixes in PKE Knowledge Database.
• Create and publish Problem metric reports within defined time frames.
• Identify and log process improvements, and continual service improvement plans for Problem management.

Qualifications

Required Skills

Preferred Skills

Seniority level

Employment type

Job function

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