• Service Integration and Management Problem Management Operations Expert Jobs in Bangalore,India

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  • 7 - 10 Years
  • Posted : above 1 month

Job Description:

Line Management / Project lead

Tasks Your principal duties and key responsibilities will be to supervise based on defined exceptions our supplier`s Problem Management Service Operations and Delivery according to operational targets defined in the underpinning contracts That includes you being the facilitator for managing cross tower problems In addition to those duties, ABB reserves the right to place additional requirements and duties on you in your capacity as an operations manager and subject matter expert that may be necessary to meet ABB needs The responsibilities include
Generic responsibilities

Within the scope of problem management - as well as related cross-towers activities, act as single point of contact for service operations, including workload, root-cause and problem remediation status and any other aspects of day-to-day operations
Fulfilling the role of a cross-tower and cross-service domain arbitrator to harmonize service delivery and prevent service disruption
Strongly collaborates with various IS delivery organizations as part of problem investigation and engage the IS Partners / Internal teams / 3rd party suppliers (where applicable)
Provide guidance, leadership and an escalation point on problem management process integration issues and risks
Managing ticket backlogs and escalations for assigned areas of responsibility
Within the scope of problem management, analyze and conclude on operational reports
Facilitate requirements gathering and rollout of processes improvements
Continuously improve the application of our global problem management practices by facilitating our suppliers and global technology tower personnel for cross towers activities; as well as manage process exceptions and feedback to any process improvement
Identify potential for improvement from an end-to-end service perspective

Specific Competency specific to the problem management process discipline

Prioritize problems to be resolved in line with ABB`s business priorities
Ensure that Root Cause Analysis (RCA) is delivered by the suppliers in line with quality standards as defined in ABB Process Framework for high severity and cross tower Incidents
Leading or participating in operations calls
Initiate resolution of problems, identify preventative actions and requests for change where necessary
Manage and improve an end-to-end Problem Management process so that IS problems are well researched and corrective actions determined
Management and co-ordination of all activities necessary to detect problems that potentially affect business service levels by analysis of Incident Management data and supplier / development documentation
Collaborate with the Problem Management process and lead to ensure working practices are effective and efficient
Identify participants of root cause analysis sessions Facilitate root cause analysis sessions to accurately determine the underlying errors
Review and accept RCA documents from suppliers; Ensure that all stakeholders are sufficiently involved in and comply to the global Problem Management process
Actively contribute to the analysis and resolution of problems and known errors by bringing in methodological knowhow where required
Track the progress of identified tasks and ensure that findings are addressed
Ensures tight linkage between Problem Management processes and other related processes
Maintain individual motivation, knowledge, skill level and performance and work with your manager to ensure workload levels are sustainable on the long run
Enable Continual Service Improvement (CSI) cycles with lessons learnt registered and improvement actions that you track until they are successfully implemented
Keep Management Stakeholders updated where necessary and involve them

Requirements You are university educated or equivalent, with a full-time degree in Information Systems / Security
You have around 7-10 years relevant IT industry experience, with a focus on integrating and stabilizing hybrid operations in global organizations
You are experienced in working in a collaborative manner and ability to be a great team player in a global environment
Service specific knowledge in Infrastructure / Security / Applications domains is a must
You are an ITIL practitioner with previous experience in end-to-end management of incident, problem, change and configuration management
Willingness to work in European time-zone, travel to ABB sites which may include multiple nights away from home (max 25 PERCENT )

You can communicate, build relationships, influence and negotiate with various groups of stakeholders from users and technicians to senior and executive management
You are an excellent oral and written communicator Your ability to articulate complex topics in everyday language is very well established You are great in documenting work as well as prepare and give presentations to different audiences
You bring Technical competence and good customer orientation together

Personal characteristics
You are organized and pragmatic You are structured and can make things happen
Decisiveness with a can do attitude is your second nature
You can quickly and effectively manage the remote teams and inculcate the feeling of one-team towards a collective problem-solving thinking
You strive to excellence and are willing to change your working patterns and behaviors to achieve better results
You can manage multiple tactical plans and work streams to mitigate a major / highly severe situation
You are self-motivated and can support your teams, and occasionally can work under pressure
You can preserve the clarity of thoughts to focus on driving to the problem resolution
You are an upstanding and an honest person You respect the perspectives of various cultures and will not hesitate to clarify when needed
While we expect this of everyone in ABB, this role specifically helps establishing the bar for what we would like to see in everyone at our Global IS
You can quickly and efficiently use simple tools to establish cause & effect analysis
The ABB Code of Conduct is a document you would be proud to write and live by


Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Manufacturing/Industrial
Functional Area : Production/Manufacturing/Maintenance/Packaging
Role : Production/Manufacturi ng/Maintenance
Salary : As per Industry Standards
Deadline : 15th Mar 2020

Key Skills:

Company Profile:


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