Noida, India | Oracle
Job Description:84 people have viewed this job
Problem Manager with 10 years or more of IT operations, process analysis, design or re-engineering experience. Demonstrate deep knowledge of IT processes and frameworks (SDLC, ITIL, COBIT etc.), with application of quality initiative utilizing Lean, Six Sigma, Kaizen or equivalent process improvement methodologies.
This role needs to have a good understanding of the IT infrastructure components (servers, network, storage, middleware/database, application software and data center facilities) and processes followed in software development and IT operations, as well some of the tools used to implement and manage them. They should have spent at least 6-8 years hands-on in software development, engineering or operations to gather this understanding.
The role will be responsible management of Problem investigations from start to finish by facilitating root cause investigations and managing the implementation of corrective and preventative measures. Responsibilities include the following:
You will be working with Tier 1, 2 & 3 support teams for Applications and Infrastructure to review, agree and implement permanent solution for "Problem" tickets
Drive efforts to improve overall application stability and availability for applications and supporting infrastructure by ensuring Problem resolution
Monitor metrics and drive continuous infrastructure and application improvement efforts across team to achieve SLI/KPI for Problem Management
Facilitating and coordinating technical problem review meetings includes leading and facilitating post mortem investigations of critical incidents, and managing root cause analysis between technical teams
Initiating actions to fix interruptions to service caused by errors/faults in the IS infrastructure
Production of statistics and reports to demonstrate performance of the Problem Management process
Work with process owners and stakeholders to re-engineer processes to be simple, nimble, repeatable, measurable, achievable and continuously improved
Eliminate complexity in Technology's ability to deliver IT services, while meeting service level agreements
Identify areas of improvement within the Technology processes using metrics and Six Sigma, Kaizen or similar techniques and deliver improvements in process, tools and quality of adoption
Highly respected by others; inspires others; generates innovative solutions; leads boldly
Customer Focused - Strong interpersonal and communication skills
Good listener, follows through on commitments and honors confidentiality
Ability to work autonomously to meet the business demands, and be an effective member of the team
Ability to deal with and manage conflicting priorities and to make business critical decisions independently when required, or escalate when appropriate to immediate manager
Suggest comprehensive metrics that can be actionable and promote positive behavioral changes; Baseline, improve and re-measure success. Work with the Metrics team to deliver them and use for continuous improvement
Manage relationships with other process management teams to provide a consistent delivery framework
Work with the requirements, documentation and training teams so processes are implemented in the tools, documented and process users trained in their use
Evangelize the virtues of IT process management and create a collaborative environment
Work independently to research subject matter. Interact with IT development, operations, IT quality and product management groups to obtain and exchange information
Proactively escalate problems and issues
Bachelor degree in Engineering related to Information Technology
10+ years' experience in IT Operations in a technical SME role
7+ years' experience in IT process management/re-engineering initiatives
ITIL Foundation Certified with at least one intermediate certification. ITIL Expert certification is a bonus
Lean or Green Belt Six Sigma certified. Black Belt certification is a bonus
Experience using and administering Service Now especially Problem Management workflow
High level technical understanding of IT services and their components such as servers, networks, database/middleware, data center facilities, and software development lifecycle
Good track record for innovation and measurable process improvements
Strong Technical Writing; Presentation and Communications skills across multiple levels of the organization, including senior management. Must be able to articulate messages across a variety of audiences and document a detailed meeting minutes for the daily Major Problem Management meetings.
Self-driven and ability to work independently
Have great degree of technical understanding and literacy
Flexible working hours to accommodate diverse geographic locations
Strong customer service, analytical, research, interpersonal and problem solving skills required
Experience working with multicultural teams in diverse geographic locations preferred
Working knowledge of MS-Office products for Windows including Word, Excel, Visio and SharePoint
Ability to describe problem initiative as Epic and organize user stories and tasks using JIRA boards
Ability to define initiatives, measure progress and enhance business outcome utilizing agile and scrum technics
Working knowledge and experience in describing problem initiative as epic and organize user stories and tasks using JIRA boards
Detailed Description and Job Requirements
Coordinates all aspects of internal information system-specific projects from initiation to delivery. Projects often involve network, server, or software implementation and upgrades, PC deployment and the like.
Coordinates work performed by IT staff and internal customers/partners by defining project specifications, performing feasibility and needs/impact assessments. Develops detailed project plans and manages all implementation processes including resource allocation, progress tracking, monitoring change control process, testing, documentation, training and on-time delivery within budget constraints.
Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Leading contributor individually and as a team member, providing direction and mentoring to others. BS or MS degree or equivalent experience relevant to functional area. Typically seven years of project management, product design or related experience needed.
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