As a problem manager, you will be responsible for identifying and resolving a wide range of issues, such as product errors, quality control problems, and customer complaints. Your objective is to address these problems efficiently to minimize their impact on the company's performance. We are seeking a candidate who has experience in problem management, is familiar with ITIL practices and agile methodologies, and possesses strong problem-solving and interpersonal skills.
JOB DESCRIPTION
Job purpose:
As a problem manager you are responsible for dealing with a wide range of situations. These can range from product errors or quality control issues to customer grievances about defective products or services. The aim is consistently the same: detect and fix problems swiftly, so they do not have a detrimental effect on the company's bottom line. Problem Management is to minimize the impact of Problems on the business and prevent recurrence. When successful, downtime and disruptions are reduced.
Our ideal candidate should have a minimum of 4+ years of experience in Problem management. Having an attitude for picking up new/innovative technologies and procedures. An outstanding problem manager should excel at multitasking and remain judicious during major incidents and obtain detailed root cause analysis. Working in multi supplier model by applying ITIL practices and able to adapt agile best practices. He/she will be accountable for managing the Kone approved Problem management processes.
Roles & Responsibilities:
- Coordination and management of Problem Management process activities with KONE internal and with external suppliers to agreed SLAs
- Collaborating with the AskIT and other support teams (including 3rd party suppliers) to ensure that all protocols are diligently followed
- Follow the KONE approved incident management process and suggest process improvements and maturity when required to the Process Owners
- Managing multiple suppliers of services and integrating them to provide a single business-facing IT organization
- Bring in Service management best-practice and ITIL process standardization in ensuring consistent end-to-end application of the Problem Management process
- Ensure that necessary reports (e.g., RCA, Post Implementation Review, etc.) are delivered within Kone business agreed SLA
- Responsible to coordinate problem resolution involving internal support groups, vendors, suppliers, customers and manage any roadblocks
- Drive the RCA, Post Implementation Review with Technical Experts
- Liaise with Technical Experts to ensure PMRs get created and swift resolution of problems within their targets
- Ensure quality of Known Error record and the Knowledge Database
- Reactive: Aims to find and eliminate the root cause of known incidents. Activities required to diagnose the root cause of incidents and to determine the resolution to related problems to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.
- Conduct post incident review to narrow down the problem logically and involve relevant technical team/supplier
- Contribute to develop and maintain good record of problems, root cause (CAPA) and solution details in the form of knowledge base that can be used as a reference for reduction of repetitive incidents
- Conduct periodic synergy meetings - post incident review and lessons learnt with stakeholders
- Delegate the tasks efficiently with in the operations team to meet SLAs well within the time limits for deliverables
- Work well within predefined system support guidelines and ground rules.
- Ensure correct working methodology, Best Practices and Continuous improvements in Ways of Working for efficiency improvements and betterment in deliverables
- Act as a Knowledge manager to contribute and track the progress of Knowledge management
- Assist in providing Risk assessment and govern Service continuity management
- Identify potential candidates for automation AI/ML
- Support Data Authority team and automation team in understanding automation/AI/ML requirements
- MOP preparation for automation/AI/ML use cases
- Derive business benefits for automation AI/ML use cases
- Ready to work in rotational shifts (if required)
Competency:
ITIL foundation with DevOps and Agile concepts/methodology understanding
ITSM tool knowledge, reporting and basic configuration – Service now, Remedy force etc.
Job specific skills:
Formidable team player with excellent interpersonal skills
Ability to effectively manage multiple priorities with minimal supervision
Systematic, disciplined, and analytical approach to problem solving
Customer focused and Problem-solving skills
Logical and critical thinking
Technical understanding (basic Infra and Application services)
Quick learner & Ready to adapt
*Multiple Vacancies
At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
