Problem Manager

About the role

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What you'll do

• Play a key role in preventing incidents, minimizing their impact, and driving continuous improvement through effective problem management
• Ensuring processes are well-defined, communicated, maintained, and adhered to by internal and external support teams
• Reviewing periodic metrics and taking action to enforce process standards and maturity
• Facilitating post-major problem review meetings and acting as an escalation point for process issues
• Driving the integration of the Problem Management process with partners and internal support organizations

What you need

• 3–6 years in customer support & success
• SAP
• Escalation handling
• Root cause analysis
• ITIL
• Problem solving
• B.Tech or B.E. or B.Sc or BCA