Manager - Problem Management (8-15 yrs)

Egon Zehnder :

Egon Zehnder (www.egonzehnder.com) is trusted partner to many of the world's most respected organizations and is a leading leadership advisory firm, with more than 560+ consultants and 63 offices in 36 countries spanning Europe, the Americas, Asia Pacific, the Middle East and Africa. Our clients range from the largest corporations to emerging growth companies, government and regulatory bodies, and major educational and cultural institutions. We bring together vast industry expertise and diverse insight to form the world's preeminent leadership advisory firm.-

The firm is a private partnership which allows us to operate independent of any outside interests. As a result of this unique culture, Egon Zehnder has the highest professional staff retention rate for a global firm in our profession. We work with both disruptors and the disrupted client base across all industries.

Knowledge Centre India (KCI) :

Knowledge Center India (KCI), is the central engine that drives the operational value for the firm. Established in 2004, KCI has evolved over the years from purely operational efficiencies into more value-added service offerings, becoming a true business partner. There are various teams based at KCI that work with Global Offices, Practice Groups and the Management across all aspects of the firm's business life cycle. With a headcount of more than 500, the center has 5 core teams working including Experts, Research Operations, Visual Solutions, Projects/CV Capture and Digital IT, working round the clock on many mission critical elements.-

Your Journey at Egon Zehnder Starts Here :

At EZ, you have the opportunity to deliver digital transformation initiatives across the globe for the organization. Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value.

Who we are :

We are part of Digital-IT team established 16 years ago in Gurgaon, India to provide technology support and rollout digital initiatives to 60 plus global offices. Digital IT has six key pillars - Collaboration Technology; Functional Technology; Digital Technology; Security & Architecture; Infrastructure & Services, Digital Success to support business and to take lead on digital transformation initiatives with the total strength of 150+ team members across the globe.

The Position :

As the Problem Manager, you will be responsible for coordinating and directing all facets of the problem management effort, including bringing the right teams, tools, and information together. You may also delegate subtasks to other team members as seen necessary.

- Establish leads and manage ITSM Problem Management processes across teams

- Analyze Incidents and Service requests to ensure that all potential Problems have been captured (i.e. identifies recurring issues and issues not being resolved)

- Capture, track and communicate progress of problem(s) to stakeholders

- Ensure Problem Ticket and Master RCA Investigation Task assigned to Problem Manager in ServiceNow

- Review progress/results with senior management and share reports and metrices

- Create and maintain Known Error database

- Build a strong relationship with Engineering and Security teams

- Work very closely with the Incident Managers to support ITIL best practices and to help manage on a day-to-day basis

- Identify areas for constant service improvement and minimize business impact of incidents by preventing issue recurrence

- Should have a deep understanding of Windows endpoints and configuration along with experience with technologies like Auto Pilot

- Should have worked on enterprise level initiatives to maintain an industry standard level of DXI in an organization

Knowledge and Experience requirements :

- Minimum experience of at least 12 years and out of which over 2 years of working experience in building and deploying standard images for endpoints

- Experience in working in a geographically distributed, cross-functional organization

- Demonstrated success leading teams, including hiring, and managing performance

- Experience planning and managing infrastructure programs and projects

- Knowledge of contemporary IT architecture and concepts

- Ability to take initiative and prioritize tasks and good time-management skills

- Working experience with, ITSM concepts and frameworks

- Knowledge of server and storage techniques, including virtualization and cloud solutions- Azure & AWS and Telecom technologies

- Knowledge of cybersecurity principles and how they apply to endpoints

Benefits which make us unique :

At EZ, we know that great people are what makes a great firm. We value our people and offer employees a comprehensive benefits package. Learn more about what working at Egon Zehnder can mean for you!

Benefits Highlights :

- 5 Days working in a Fast-paced work environment.

- Work directly with the senior management team

- Reward and Recognition

- Employee friendly policies

- Personal development and training

- Health Benefits, Accident Insurance

Potential Growth for you!

We will nurture your talent in an inclusive culture that values diversity. You will be doing regular catchups with your manager who will act as your career coach and guide you in your career goals and aspirations.

Location :

The position is based at Egon Zehnder's KCI office in Gurgaon, Plot no. 29, Institutional Area Sector 32 EZ Commitment to Diversity & Inclusion

Egon Zehnder aims for a diverse workplace and strives to continuously lead with our firm values. We respect personal values of every individual irrespective of race, national or social origin, gender, religion, political or other opinion, disability, age and sexual orientation as warranted by basic rights enshrined in the UN Declaration of Human Rights. We believe diversity of our firm is central to the success and enables us to deliver better solutions for our clients. We are committed to creating an inclusive environment and supportive work environment, where everyone feels comfortable to be themselves and treated with dignity and respect and there is no unlawful discrimination related to employment, recruitment, training, promotion, or remuneration.

Egon Zehnder is an Equal Opportunity Employer :

Egon Zehnder provides equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, disability, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.