Problem Manager
_VOIS
Total years of experience :5 years, 11 Months
Identify recurring trends and focus engineering efforts to target the root cause of the issue
•Co-ordinate appropriate resources to resolve the issues from re-occurring again
•Communicating to and engaging the proper resources to identify, remediate and fix the issues permanently
•Maintain inventory of Problems under analysis and their current progress and status
•Vigilant in picking up the Severity 1 incident and tracking the pending actions. Once actions are implemented produce Root Cause Analysis Report
•Prepare detailed Root Cause Analysis (RCA) Report for each Problem record, shared with Customer and Stakeholders
•Chair Weekly and Monthly Problem Management Calls to discuss ongoing problem investigations with customer and stakeholders
•Responsible to perform Quality Audit of the Problem tickets dealt by the team
•Own the Problem Management Process and strive for continual process improvement in integration with Change and Service Management Teams
•Managing the Risks and Known Errors in respective database
•Troubleshoot Predictive tickets and resolve the issue from occurring
•Responsible for On-Boarding new Customers to the Problem Management Process and setting up reports for the same
•Responsible to drive any process improvement/upscaling programs within the team
•Conduct internal training for process improvement and cross-functional training on ITIL practices
•Actively take initiative to conduct Projects in order to routine health checks of the services handled
Working within a Network Operations Centre (NOC) environment doing troubleshooting and diagnostics for Leased lines, IPVPN, MSP network. WAN, LAN and Wireless LAN, DSL, ADSL Technologies
•Responsible for carrying out 1st level investigation on the incidents raised by monitoring Team as well as the reactive incidents reported by the customer, and working to resolve the issue within Critical SLA committed to customer
•Working experience on Cisco, Alcatel, and ADVA boxes. aa Permanent Address:PV House, Nettur (PO), Thalassery, Kannur, Kerala
Proactively monitoring customer equipment related to internet and telephony.
•Understand and record customer service issues or requests.
•Log tickets and troubleshoot various network-related issues with service providers (Eircom, Talktalk, BT etc.)
•Initiating diagnostics and performing proactive analysis for all faults.
•Adhering to SLA and ownership of incidents throughout the life cycle.
•Coordinating with vendors and 3rd parties on priority based on a situation.
•Understanding business impact and sensitizing reported faults/issues escalating within management.
•Ensuring Clients/Stakeholders are regularly updated about the ongoing issue.
•Job role involves SME tasks along with weekly and monthly reports.
•Trained new joiners on the BAU process followed and gave hands-on experience on tools.
Supervise the monitoring tools real-time
•Monitor networks of more than 500+ customers within a defined SLA.
•Notify the customer and internal stakeholders of the faults and the impact on the network.
•Provide initial diagnosis of faults by validating alarms and creating trouble tickets for investigation.
•Work on reactive reports to analyze why a proactive ticket was not generated
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