Toll Group Hiring for Problem Management Lead at Pune, India Full Time

At Toll Technology Centre, Pune in India, we are looking for an experienced Problem Management Lead to join our team of experts in the field of ITSM. As a Problem Management Lead , your primary duties and responsibilities will include: * Develop a thorough understanding of the Toll Landscape – Applications, Infrastructure, and related Service Management process. Ensure that the Problem Management Process is used correctly within the department. Participate for Root Cause Analysis discussion to ensure the underlying cause and CAPA actions are documented as per agreed SLA. * Understand the Services, Services Providers, and the Services metrics- SLAs, KPI associated with various process associated from Service management point of view. Work closely with Incident Management, Problem Management, Change Management, SLM, Configuration teams to understand the data associated with the Key Metrics, maintain the data, and report it in a Meaningful way to key stakeholders * Analysis of the data to draw inferences and come up with Service Improvement plans to improve the performance of IT. Drive meetings, interactions with the Services teams and key stakeholders to improve the quality of services, quality of metrics data and the quality of reporting. Participate in audits, Services reviews and provide inputs on improving effectiveness of ITSM process. * Develop SOPs, reporting standards and reporting templates in form of ppt, Excel, Word etc as needed from time to time. Work as backup if any support is needed for Incident, Problem, Change, Service Level Management Process. Come up with ideas to Optimize, automate tasks/activities to bring in efficiency. * Independently lead/manage various drives/Activities pertaining to Service Improvements and Operational stability. Establish a good working relationship with all the supporting teams and stakeholders. About you: To be successful in this role, you will need: * Bachelor’s or master’s degree in computer science, business, or a related discipline. * A minimum 6-10 years of relevant experience * ITIL certification (Foundation or intermediate) – mandatory * Excellent understanding and experience of working with/implementing ITIL framework- Service Level Management, Incident Management, Problem Management, Change Management, Continual Service Improvement * Understanding of Service Design principles. Good understanding of IT Applications and Infrastructure domain. Ability to Objectively Analyse, Assess, Communicate, and report on various Metrics and data * Proficiency of developing reports in PowerPoint, excel, Word etc, Should be self-driven and should be able to Lead/manage activities with minimal guidance. Be Connected With a bold vision and innovative drive, join our 20,000 colleagues as we lead industry change and transform how customers best meet their global supply chain needs in a meaningful and sustainable way. There are countless opportunities to learn and make a real impact in shaping our industry’s future. Grow with diverse challenges amongst a friendly and inclusive global culture. Take pride in building relationships that matter, because being connected is at the centre of what makes Toll great – it’s what makes our possibilities endless. /Toll embraces and celebrates a variety of cultures. We continue to build a business that reflects the values of equality, built on the knowledge and understanding that everyone is welcome including the First Nations Peoples and those of all ages, genders and abilities./ * If this sounds like the opportunity you are looking for, apply now.* To find out more about us visit www.tollgroup.com/careers You must be entitled to work in India and be prepared to undertake pre-employment checks including a criminal history check and medical.