Network Problem Manager

about the role

  • Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
  • Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party
  • Prevents the replication of Problems across multiple systems
  • PM may also be requested to discuss the technical part supporting the SM, when needed.
  • Responsible for creating or suggesting RFC for permanent resolution of identified known-errors;
  • Follows up issues and progress with problem owners where necessary
  • Drive all problems towards root cause identification and permanent fix
  • Monitors the effectiveness of error control and makes recommendations for improvements
  • Reviews the efficiency and effectiveness of the Problem control process
  • Maintains inventory of problems under analysis and their current progress and status
  • Updating KEDB
  • Produces Problem Management reports and management information
  • Coordinates meetings to resolve problems
  • Prevents recurrence of issues by identifying root cause and implementing fix
  • Need to have innovative approach as problems are unique and need to use different RCA techniques

about you

  • Minimum 3 years Incident & Problem Management experience
  • Analytical skills
  • Good Network understanding with CCNA certification & CCNP-Routing knowledge.
  • Good ITIL understanding
  • Strong Excel Knowledge
  • Good International Customer handling skills
  • Good Interpersonal skills
  • Good organizational skills

additional information

Role Purpose:-

As a Problem Manager

  • Single point of contact for one or more problems
  • Responsible for ownership and coordination of actions of those problems
  • To analyze root cause, identify Known Error and coordinating actions to fix the error.
  • To review the Problem Trends and Planning and Driving Improvement Plan
  • To be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams.


Customer Services & Operations




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