Problem Manager
MEEZA
Total years of experience :16 years, 11 Months
Qatar Foundation Joint Venture), Qatar as
Problem Management
•Responsible in maintaining the Problem tracker on daily basis
•Responsible in delivering RCA within SLA and tracking the CAPA (Corrective Actions Preventative Actions) action weekly by extracting the related report through Service Now
•Drive and own the weekly RCA calls to deliver quality output
•Work with the team for proactive approach on the recurring incidents
•Provide Account review deck (Total SLA met, ticket backlog, RCA submission failed, P1 incidents, emergency & failed changes, % billable rookie, offshore head count, attrition%) to the higher management (Monthly)
•Maintain shift roster and share the shift details for the team to higher management (monthly)
Change Management
•Responsible for ensuring smooth movement of changes through various phases
•Ensure compliance with change management process
•Perform impact assessments for changes & manage the risk
•Prioritize release of changes based on discussion with business leads
•Developing Change management policies and procedures, designing work flows, providing suggestions for tool enhancements and process improvement based on existing performance
•Comprehensive understanding of ITIL processes and relation with change management
Identify Problem Investigation, assignment issues, acted as an initial escalation point for day-to-day Problem Management issues
•Analyzed Incidents (especially Critical Incidents) and closed Problems to identify and acted upon trends, tracking open Problems and identified multiple problems that required increased focus to meet agreed target levels
•Provided and validated Problem resolution adhoc status reports as requested
•Handled day-to-day Problem issues and escalated to Resolver Groups when required and ensured targets were met
•Facilitated between Resolver groups, customers and 3rd parties as in when required
•Engaged with support groups and arranged for and scheduled resources / actions, coordinated the investigation and solutioning of Known Errors, so that proposals could be made with the options available
•Monitored regular Problem measurements e.g. KPIs, ensured that key Knowledge was passed from the Problem Management process out into other processes (Ensuring that lessons learnt were recorded in the various knowledge bases held within the account teams, and shared wherever beneficial)
•Co-ordinated the focus of detailed trending aligned with target areas identified.
•Conducted high level overview trending (especially around Critical Incidents), Provided feedback to Incident Categorization based upon findings in Problem management and improved the quality of MI available
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
•Assign unresolved Incidents to appropriate Tier 2 Support Group
•Log all Incident/Service Request details, allocating categorization and prioritization codes
•Keep users informed about their Incidents’ status at agreed intervals
•Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
•Provide first-line investigation and diagnosis of all Incidents and Service Requests
•Verify resolution with users and resolve Incidents in ITSM tool
•Resolve Incidents within the specified Service Level Agreement
•Document troubleshooting steps and service restoration details
•Create and submit knowledge articles
Banking Company (Australia)
Successfully lead and transitioned the first HR Process at Infosys called People Advisory Centre.
PAC is the only customer facing team that acts as the first point of contact for all HR queries
•My duties include regular QUALITY assessments for my team
•Processes update cascading to the team through huddles and document the same
•Reporting to Process manager and sending all the reports relating to Quality, Productivity and other important data to my senior managers in the management and to the client
•Interact with the client addressing performance and quality of the team and cascade queries, which requires updates and discuss about the procedural changes in the process and get validated
•Prepare weekly/ monthly reports and roster my team members according to shift planning
•I have exposure in Process Training and have transitioned new business for my process
in