Job Description

Job Summary

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.

Key Responsibilities

1. Understand the Problem Request and qualify it to be a valid Problem that justifies to be a Known Error and requires Problem Investigation and resolution
2. Create and own the lifecycle of Known Error records in the Known Error Database
3. Identify the resources required from various Technology Tracks (if required, also vendors) to work on the Problem record, in order to investigate, analyze and resolve the Problem
4. Document and communicate to the Service Desk, the recommended workarounds in order to support Incident Management efficiency
5. Document the Root Cause analysis actions, identified Root Causes and initiate actions (including any Changes) required to resolve the Known Errors and Problems
6. Communicate with the Problem Management Process Owner, in order to highlight any improvements identified in the Problem Management process, tools, documentation or people’s
7. Receive and Record approved Known Errors in designated tools in with adequate details and consistency of language and format
8. Maintain Known Error Records with the Problem and Incident Records relationships
9. Update Known Error Records to include recommended Workarounds
10. Optimize KEDB search facility based on feedback and inputs from the Incident Management staff and Service Desk
11. Periodically conduct the KEDB housekeeping after new releases are made on applications and infrastructure, fixing the Known Errors and Bugs
12. Own the long term strategy of knowledge management for the OMC to develop focus areas, tools and procedures that can deliver the desired outcomes of the Knowledge Management process
13. Develop standard formats for knowledge submissions and socialize them with the Technology tracks
14. Improve the Knowledge Management tools and their ability to provide better, fast search results to support Incident Management process and to provide better ability to relate the Incidents with Knowledgebase articles
15. Run knowledge submission campaigns with different technology tracks and support these campaigns with a reward and recognition program to recognize the knowledge contributing staff

Skill Requirements

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Other Requirements

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