IT Service Problem Manager

Problem Manager

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, 80,000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

 

Could you be the full-time Problem Manager in Bangalore we’re looking for?

The role of the Problem Manager is a key role within Alstom’s IT Service Management (ITSM) organization. The primary task resolves around prevention of incidents from occurring as well as minimizing the impact of incidents that can’t be prevented. The Problem Manager identifies, prioritizes and assigns responsibility for problems and then manages them through the entire process to solution (Through Root Cause Analysis and Permanent Fix Solutioning). A key component of this role is to create and manage a Knowledge Base (KEDB) to maintain the information about known Errors and Workarounds for IT teams and end users to refer to.                                 

RESPONSIBILITIES:

• Ensures that the Processes defined and documented, are communicated, maintained, and Adhered to by Internal and External Support teams of Alstom.
• Responsible for reviewing periodic metrics and take action where necessary to enforce process and standards to ensure continued process maturity.
• Facilitate Post Major Problem review meetings when required.
• Act as an escalation point regarding any Problem Management Process issues.
• Drives forward the integration of the Problem Management process with Partners and Internal Support Organizations.
• Coordinates and chairs the regularly scheduled Problem Management Board meetings.
• Driving investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements)
• Works with necessary support groups in IT to ensure swift resolution of Problems that are owned by their unit.
• Analyzes recurring Incidents and identifies Proactive Problems.
• Acts as training resource within member’s functional unit.
• Ensures that work on Problems is accurately recorded in the Problem record.
• Drives set SLs and timelines towards RCA Delivery and Permanent Fix targets.
• Analyze and Monitor success rate of closed Problem Records (identify failed fixes).
• Chair Dispute calls as and when required.  

 

Key Skills:

• Experienced in Handling Problem Management at an Enterprise Level.
• Exposure to SIAM (Service Integration and Management) or MSI (Multi Supplier Integration) models is a must. Alstom Operates in a multi-Vendor environment.
• Good interpersonal skills.
• Ability to work under pressure and multitask.
• Ability to coach and mentor peers (internal and external colleagues)
• Proactive, Self-Motivated, and Regulated.
• Good analytical skills.
• Excellent problem-solving skills are necessary.
• Flexibility in terms of working hours.
• Strong communication skills (written/verbal)
• Exposure to Configuration, Incident and Change management.

Important to note

As a global business, we’re an equal-opportunity employer that celebrates diversity across the 63 countries we operate in. We’re committed to creating an inclusive workplace for everyone.

Experience Level

Mid Level