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Service Management Professionals

Job Location: Bengaluru

Job Number: 1993

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- Job description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 394,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
    
     Role: The Problem Manager ensures the overall effectiveness and standard execution of problem management related activities.
     At the same time, you will also take on problem coordination responsibilities where you will build and coordinate technical resources to analyze root cause, identify known errors and short term solutions, and to find long term solutions within expected objectives.
    
     Skill: Problem Management
    
     Minimum Skill Requirement:
     • Implement and maintain the Cloud Assurance problem management process and procedures (includes Known Errors);
     • Ensure overall adherence to the problem management process
     • Build effective relationships with Network Infrastructure Operations (NIO) and Integrated Service Management (ISM) Major Incident and Problem Management teams – working to align/streamline problem management processes
     • Monitor effectiveness of problem management and provide recommendations and requirements for improvement of the Cloud Assurance problem management systems;
     • Identify areas for service improvement through feedback mechanisms such as findings from Post Incident Reviews / Major Incident Reviews
     • Perform pro-actively trend analysis of existing Incidents and Problems to identify reoccurring Incident and repeat Problems
     • Assume the responsibility of Problem Coordinator;
     • Coordinate technical resources to perform / drive root cause analysis activities (L3 resources);
     • Prioritise problems – to ensure timely resolution of problems in adherence to agreed resolution SLA’s inc management of backlog / aged backlog (both RDC and GDC);
     • Raise Known Errors to inform support teams of existing issues, documenting when possible work-around or short term solutions (publish to KDB)
     • Demonstrable experience/ intermediate working knowledge of Cloud or network Computing concepts and technologies
    
     Must Have:
     • Demonstrated strong verbal and written communication and documentation skills
     • Demonstrable solid experience in liaising and influencing across all levels of IT (executives to technical resources) and external stakeholders/customers
     • Demonstrable solid experience in team leadership and collaboration skills
     • Demonstrable solid experience in problem management
     • incident management process, call logging, escalation and follow up procedures
     • Intermediate skills in Windows based operating systems
     • ITIL V3 Certified (at least Foundation level)
Full Time Graduation

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