MetLife

The team Specialist primarily looks after the queue management which involves validation of New problem tickets assigned to Problem management group and assign the tickets within the team to look after the further proceedings by their respective individuals. Moreover, understanding and identifying problems, analyzing and helping to identify the appropriate solution. Is able to classify and prioritize problems, document their causes and implement remedies

• Problem tickets are investigated by the respective group/s responsible to provide details related to root cause and its permanent fix
• Problem ticket are created in Service now proactively to stop the incident re-occurrence and to ensure the smooth running of all functions related to Application or hardware changes
• Responsible for logging, monitoring and tracking the progress of the problem
• Responsible to action problems raised from incident management
• To make the Assignee/Assignment group understand the objective of investigation to be performed in depth
• Responsible to provide assistance with the handling of major incidents and identifying the root cause
• Daily communication with member of huddle meeting and Major incident review call to represent new problem cases and answer queries related to existing problem tickets
• To review the Problem Trends and Planning and Driving Improvement Plan
• To be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit
• To create weekly reports on Proactive/reactive side and sharing with the stakeholders to track the problem ticket status

·       Follow up with Assignment group on the status of the problem task placed in Pending state to proceed towards closure.

• Priority tickets representation in Incident review and MPR calls.
• Proper coordination with Application and infrastructure teams. 
• Sharing the case study of the issue with the respective assignment group to help them identifying the root cause/remediation in a better and elaborative way 
• Generating daily/weekly/monthly reports using Service Now to track the current status of the problem tickets to have proper governance on their proceedings. 

Job Responsibilities

• Responsible for attending daily Global problem management Huddle call and Major Incident call to discuss the new scenarios related to new problem ticket and random follow up on past ticket to keep them rolling
• Responsible for Identifying trends and potential Problem sources (by reviewing Incident and Problem analysis)
• Follow up with the group responsible to identify Root cause/Remediation and Investigational task basis the severity of the Problem ticket
• Preventing the replication of Problems across multiple systems
• Reviewing the efficiency and effectiveness of the Problem control process
• Maintains inventory of problems under analysis and their current progress and status
• Follows up issues and progress with problem owners where necessary
• Responsible for Coordinating meetings to resolve problems
• Responsible to drive all problems towards root cause identification in order to determine their permanent fix
• Need to have innovative approach as problems are unique and need to use different RCA techniques
• Providing Training/Refresher session and Performance feedback to the mentees
• Cases study on re-occurring incident to check if a Problem ticket is required proactively to determine the root cause and remediation to prevent it from re-occurring
• Coordinate with the External/Internal resources to know the major application impacted and work on problem ticket to find its root cause and stop them from re-occurring.
• Responsible to share the new techniques/ideas to determine the root cause and remediation from new sources and share with the team members to get the accurate assignments.
• Daily validation of problem tickets with high priority by fetching the respective reports to get their closure done at the earliest.
• Adhering to the due date of the problem ticket and PTASK to avoid SLA miss.
• Co-relation of risk levels at every stage of the task opening as per the requirement of the investigation

Knowledge, Skills and Abilities

Education

Graduates in IT Industry, preferably BSc.IT/BCA with at least 15 years of education

Experience

·     Minimum 3 year of experience in ITSM field with strong analytical skills.

·     Incident Management / Problem Management – Minimum 1 year experience 

Technical Skills 

·       Understanding of monitoring tools (AppD, Splunk etc.)

·       Proven Computer navigation skills

·       Proven keyboarding speed

·       Proven Excel Skills

·       Working knowledge in ServiceNow tool

Process Specific Skills

·       Knowledge of servers and Networking. 

·       Knowledge about the IT Industry

·       Knowledge about US Culture

·       Decision making skills 

·       ITIL Foundation, preferable ITIL Intermediate (Service Transition and Design)

·       Experience and knowledge of Problem management practices along with change management.

·       Developing final solutions for known errors.

·       Performing trend analysis of important services or historical incidents.

·       Exposure to applicate and tools required while analyzing problem ticket

·       Excellent Communication skills (Mandatory)

·       Excellent E-mail writing skills (Mandatory)

·       Excellent inter-personal skills with the ability to coordinate cross functionally 

·       Prior experience in managing Service now helpdesk / Problem management work is preferable

·       Flexible to support US Business Hours 

Soft skills (Minimum)

·   Good Written/Verbal communication skills 

·   Escalate issues if required

·   Self-motivated, well organized and flexible with a sense of urgency approach

·   Teamwork/ Managing Self / Adaptability

·   Ability to work successfully in production driven environment

·   Adaptability to change

·   Strong understanding of systems

·   Ability to follow instructions accurately.

·   Attention to detail.

·   Ability to work efficiently and manage priorities.

·   Ability to work effectively under pressure of short deadlines.

·   Strong Decision-Making Skills

·   Able to communicate with US Stakeholders on conference call and business reviews