RCA Consultant, Progress Database
QAD
Mumbai, Maharashtra, India
Job Description RCA Consultant position at Technical Consultant level II plays an important role in delivering quality RCAs in a timely manner. RCA Consultant is responsible for: RCA Consultant will work on defining, coordinating, facilitating, writing, and supervising the Root Cause Analysis (RCA) process including creation of executive summary of RCA. RCA Consultant will dedicatedly work with all the functions involved in the process (including Customers) building strong cross-functional engagement to ensure an end-to-end approach of root cause analysis until the issue resolution and remedial actions implementations adhering to the defined timelines. RCA Consultant will work across service delivery teams that includes System Admin, DBA, Data Center and Network related RCAs to ensure timely completion of the RCAs. RCA Consultant is well conversant with all established processes and procedures of the Cloud Service Management System and is expected to be compliant with ISO 20000, ISO 27000 and any other standards that Cloud Operations is certified. DUTIES AND AREAS OF RESPONSIBILITY: Incident Management & Problem Management Accountability for overall RCA process creation and adherence Root cause analysis of high complexity issues that are recurring in nature by working closely with the Cloud Problem Management team. Employs DMAIC approach of problem solving Work closely and collaborate across QAD teams to identify the root cause of the problems. Monitor status of open RCAs Ensure timely implementation of approved RCA solutions and remedial actions. Regular follow up with QAD teams, CSDM and customers on timely implementation of RCA remedial actions. APA Analysis Review Continual Improvement Coordinating and Creating RFC across for remedial actions in strict compliance with documented procedures and work towards getting approval for execution of the RFC. Kbase article creation, report creation & work instruction creation/modification Provide suggestions for improvement and draft work instructions for activities that do not have documented instructions Develop training/mentoring plans for team members based on learnings from RCA analysis Liaison with R&D teams for issues affecting the Cloud customers Qualifications Education/Licenses: Bachelor’s degree in Computer Science or equivalent work experience. Experience: 4 to 6 years mandatory experience in QAD and Progress database. Analytical and documentation skills required on RCA. Good communication in English (written and verbal) is required. Computer skills: Good computer skills and working knowledge of QAD technologies, Progress RDBMS, platforms and languages i.e.Progress, Tomcat, Java and SQL etc. Other knowledge or skills: Good Analytical & Technical skills and ability to understand the business needs. Additional Information Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance. Opportunity to join a growing business, launching into its next phase of expansion and transformation. Collaborative culture of smart and hard-working people who support one another to get the job done. An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy. Compensation packages based on experience and desired skill set
