Problem Manager

As a full-time Problem Manager at Alstom, you will play a crucial role in the IT Service Management (ITSM) organization. Your primary responsibility will revolve around preventing incidents and minimizing their impact through effective management. You will be tasked with identifying, prioritizing, and assigning responsibilities for problems, managing them through Root Cause Analysis and Permanent Fix Solutioning, and maintaining a Knowledge Base (KEDB) for reference by IT teams and end users. Responsibilities: - Ensure that the defined processes are communicated, maintained, and adhered to by internal and external support teams. - Review periodic metrics and enforce process standards for continued process maturity. - Facilitate Post Major Problem review meetings as needed. - Act as an escalation point for any Problem Management Process issues. - Drive integration of Problem Management process with partners and internal support organizations. - Coordinate and chair Problem Management Board meetings regularly. - Conduct investigations to identify root causes of problems and implement service improvement initiatives. - Collaborate with IT support groups to ensure swift resolution of problems. - Analyze recurring incidents and proactively identify problems. - Serve as a training resource within the functional unit. - Ensure accurate recording of work on problems in the Problem record. - Drive towards achieving RCA Delivery and Permanent Fix targets within set SLAs and timelines. - Monitor the success rate of closed Problem Records and identify failed fixes. - Chair Dispute calls when required. Key Skills: - Experienced in Handling Problem Management at an Enterprise Level. - Exposure to SIAM (Service Integration and Management) or MSI (Multi Supplier Integration) models. - Good interpersonal, analytical, and problem-solving skills. - Ability to work under pressure, multitask, coach, and mentor peers. - Proactive, self-motivated, and regulated approach. - Flexibility in working hours. - Strong communication skills (written/verbal). - Exposure to Configuration, Incident, and Change management. As a global business, Alstom is an equal-opportunity employer committed to diversity and creating an inclusive workplace across the 63 countries it operates in. As a full-time Problem Manager at Alstom, you will play a crucial role in the IT Service Management (ITSM) organization. Your primary responsibility will revolve around preventing incidents and minimizing their impact through effective management. You will be tasked with identifying, prioritizing, and assigning responsibilities for problems, managing them through Root Cause Analysis and Permanent Fix Solutioning, and maintaining a Knowledge Base (KEDB) for reference by IT teams and end users. Responsibilities: - Ensure that the defined processes are communicated, maintained, and adhered to by internal and external support teams. - Review periodic metrics and enforce process standards for continued process maturity. - Facilitate Post Major Problem review meetings as needed. - Act as an escalation point for any Problem Management Process issues. - Drive integration of Problem Management process with partners and internal support organizations. - Coordinate and chair Problem Management Board meetings regularly. - Conduct investigations to identify root causes of problems and implement service improvement initiatives. - Collaborate with IT support groups to ensure swift resolution of problems. - Analyze recurring incidents and proactively identify problems. - Serve as a training resource within the functional unit. - Ensure accurate recording of work on problems in the Problem record. - Drive towards achieving RCA Delivery and Permanent Fix targets within set SLAs and timelines. - Monitor the success rate of closed Problem Records and identify failed fixes. - Chair Dispute calls when required. Key Skills: - Experienced in Handling Problem Management at an Enterprise Level. - Exposure to SIAM (Service Integration and Management) or MSI (Multi Supplier Integration) models. - Good interpersonal, analytical, and problem-solving skills. - Ability to work under pressure, multitask, coach, and mentor peers. - Proactive, self-motivated, and regulated approach. - Flexibility in working hours. - Strong communication skills (written/verbal). - Exposure to Configuration, Incident, and Change management. As a global business, Alstom is an equal-opportunity employer committed to diversity and creating an inclusive workplace across the 63 countries it operates in.