Address
Form of workDescription
Problem Manager - Onsite
About the group:
Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS) is all about embracing digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the rapidly evolving needs of the digital era. Our holistic approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to run the business in a secure environment.
Roles and Responsibilities
• In this role you will investigate problems post incident closure. You will track, report and update problem investigations. You will provide detailed analysis on incident cause factors either by technology, client, or platform. The focus is to reduce recurring incidents and proactively avoid future incidents. When needed you will also be involved to augment incident management as an Incident Manager.
• Senior Problem Analyst with a good understanding of the IT infrastructure components (servers, network, storage, middleware/database, application software and data center facilities) and processes followed in software development and IT operations, as well some of the tools used to implement and manage them. They should have spent at least 2 years hands-on in software development, engineering, or operations to gather this understanding.
• The Problem Analyst will be responsible management of Problem investigations from start to finish by facilitating root cause investigations and managing the implementation of corrective and preventative measures. Responsibilities include the following:
• You will be working with IBM support, Broadridge technical support and the business lines/product to review, agree and implement permanent solution for "Problem" tickets.
• Driving large conference calls, hold people accountable and creation action items to improve overall application stability and availability for applications and supporting infrastructure by ensuring Problem resolution.
Required Qualifications
• 12 to 15 years exp on MIM Process and Preferable with L2 on one or two technologies support)
• Having experience of Establishing Problem Management process for an organization and mentoring resources into full time Problem Managers)
• Monitor metrics and drive continuous infrastructure and application improvement efforts across team to achieve SLA & KPI for Problem Management
• Facilitating and coordinating technical problem review meetings includes leading and facilitating postmortem investigations of critical incidents and managing root cause analysis between technical teams. Translating complex technical problems into simple English for executives' consumption is required.
• Initiating actions to fix interruptions to service caused by errors/faults in the IS infrastructure.
LOCATION - Irving, Texas
Technical Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Major incident management
PL4
Required
2
ITIL V4
PL4
Required
3
Jira Atlassian Product
PL4
Required
Proficiency Legends
Proficiency Level
Generic Reference
PL1
The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2
The associate possesses working knowledge of the skill and can actively and independently apply this skill in engagements and projects.
PL3
The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4
The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.
Problem Manager - Onsite
About the group:
Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS) is all about embracing digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the rapidly evolving needs of the digital era. Our holistic approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to run the business in a secure environment.
Roles and Responsibilities
• In this role you will investigate problems post incident closure. You will track, report and update problem investigations. You will provide detailed analysis on incident cause factors either by technology, client, or platform. The focus is to reduce recurring incidents and proactively avoid future incidents. When needed you will also be involved to augment incident management as an Incident Manager.
• Senior Problem Analyst with a good understanding of the IT infrastructure components (servers, network, storage, middleware/database, application software and data center facilities) and processes followed in software development and IT operations, as well some of the tools used to implement and manage them. They should have spent at least 2 years hands-on in software development, engineering, or operations to gather this understanding.
• The Problem Analyst will be responsible management of Problem investigations from start to finish by facilitating root cause investigations and managing the implementation of corrective and preventative measures. Responsibilities include the following:
• You will be working with IBM support, Broadridge technical support and the business lines/product to review, agree and implement permanent solution for "Problem" tickets.
• Driving large conference calls, hold people accountable and creation action items to improve overall application stability and availability for applications and supporting infrastructure by ensuring Problem resolution.
Required Qualifications
• 12 to 15 years exp on MIM Process and Preferable with L2 on one or two technologies support)
• Having experience of Establishing Problem Management process for an organization and mentoring resources into full time Problem Managers)
• Monitor metrics and drive continuous infrastructure and application improvement efforts across team to achieve SLA & KPI for Problem Management
• Facilitating and coordinating technical problem review meetings includes leading and facilitating postmortem investigations of critical incidents and managing root cause analysis between technical teams. Translating complex technical problems into simple English for executives' consumption is required.
• Initiating actions to fix interruptions to service caused by errors/faults in the IS infrastructure.
LOCATION - Irving, Texas
Technical Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Major incident management
PL4
Required
2
ITIL V4
PL4
Required
3
Jira Atlassian Product
PL4
Required
Proficiency Legends
Proficiency Level
Generic Reference
PL1
The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2
The associate possesses working knowledge of the skill and can actively and independently apply this skill in engagements and projects.
PL3
The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4
The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.
