Problem Management | 4 to 6 years | Bangalore

Job Description

• Baseline RCA / KEDB, Train the Delivery Team, Drive Knowledge Creation (in the tools), RCA Quality   
• Check, Savings (Quantitative and Qualitative Indicators) Application Stability
• Review the problem record and improve the quality of RCA and solutions, use industry techniques like Five-Why, Fishbone / Ishikawa, Chronological Analysis 
• Data analysis on incidents and events to find trends and initiate Proactive Problem Management
• Facilitate FMEA and determine improvement opportunities for ticket volume reduction.
• Set and track against quantitative improvement objectives.
• Faster incident diagnosis and resolution
• Incident volume reduction
• Ensure RCAs are completed by the Problem Investigation Lead and reviewed by Delivery Team Leads on time.
• Facilitate to implement internal / client problem management tools effectively.
• Provide required guidance / training / coaching to the delivery leads.
• Bring industry and Capgemini best practices to the account

Primary Skills

• Problem Management
• Baseline RCA / KEDB, Train the Delivery Team, Drive Knowledge Creation (in the tools), RCA Quality   
• Check, Savings (Quantitative and Qualitative Indicators) Application Stability

• Problem Management
• Baseline RCA / KEDB, Train the Delivery Team, Drive Knowledge Creation (in the tools), RCA Quality   
• Check, Savings (Quantitative and Qualitative Indicators) Application Stability

Secondary Skills

• Incident Management
• Review the problem record and improve the quality of RCA and solutions, use industry techniques like Five-Why, Fishbone / Ishikawa, Chronological Analysis 
• Data analysis on incidents and events to find trends and initiate Proactive Problem Management