Problem Management reporting based on the incident and problem tickets. Conduct fortnightly/monthly trend analysis of the incidents logged and provide/suggest necessary steps to be taken to alleviate those incidents in future. Analyze trends and potential problems from the various PM analysis reports. Prepare Problem Management reports at various schedules (i.e. Daily, Weekly, Fortnightly, Monthly, Quarterly and Yearly reports.) Prepare Trend analysis, Pivoting, Graphical representation, PowerPoint Presentation for the Management on Planned and Adhoc basis. Monitoring progress on resolving known errors. Advising and interacting with incident and change management staff. Raising RFCs to prevent the recurrence of problems Preventing the replication of problems across multiple systems Complete RCA for all reported problems and raise RFC wherever applicable. Verify the identified solution with the Peers (Peer Reviews), implement solution for problems. Management Information reports on types of escalated Incidents resolved OR Problem resolved through Pro-active measures. Monitoring regular problem management measurements. Identifying areas for improvement using key measurements. Providing steady state education to process users when requested or when circumstances indicate that education would improve process execution. Maintain and document management of Problems in the supplied tools Identify and document in the Problem Timeline the deeper issues underlying the problem symptoms and the actions taken to resolve Liaise with peers, support teams, management, and third partyvendors. Complete problem management related tasks and projects as requiredby Team Leader or Manager. Knowledge of Server, Data Center, Network, Application* Knowledge of Problem Management process, and other ITIL Processes (Incident, Change, Capacity, Configuration, Release Management)* Background with the customer's business* ITIL foundations certified* Proficient with Microsoft Products (Word, Excel, PowerPoint, and MS Project)* Knowledge on Advance Excel tools (i.e.: pivot table, formulas, macros and graph) is a plus.* English: FluentSoft Skills:* Strong communication and Client facing * Team player * Infrastructure process orientation * Problem solving skills * Commercial Orientation * Team Leading capability



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