Problem Manager - L1

Wipro Limited (NYSE:WIT, BSE:507685, NSE:WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

About The Role :



Do


RESPONSIBILITIES

Ensures Problems are properly identified (both proactive and reactive), classified and logged by Problem Analysts

Ensures IT managers or Team Leads are properly identifying and committing resources to perform all Problem Management activities

Ensures that the individual activities of the process are carried out with regards to agreed service quality levels

Ensures Problem Analysts are adhering to the Problem Management Process

Provides status updates on problems and known errors

Provides guidance, direction and coaching on Problem Management activities

Contributes to Continuous Process Improvement activities by identifying training opportunities for Problem Management team, improvement opportunities for the tools and improvement opportunities for the process

Functions as point of escalation for Problem Management Analysts

Conducts Problem Reviews

Responsible for liaising with and providing reports to other Service Management functions

Works with Service Desk, Incident Management, etc. and Problem Analyst(s) to determine whether to perform Root Cause Analysis or to implement identified solutions

Coordinates with Incident Management, Change Management, and Configuration

Management to ensure correct and consistent data is provided to the Problem Management process

Coordinates Problem Analysts time for problem resolution and proactive analysis

Tracks status of Requests For Change (RFCs) initiated by Problem Management

Estimates â"costâ" of solutions





KEY SKILLS AND COMPETENCIES

Strong communication and presentation skills

Technical knowledge

Good understanding of statistical and analytical principles and processes

10-12 years of ITSM experience in Change and other processes

ITIL V3 / 2011 Foundation or Intermediate certification

Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors

Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.