Itsm Lead Problem Management Job In Comcast In Chennai, India

Comcast brings together the best in media and technology We drive innovation to create the world's best entertainment and online experiences As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary INTRODUCTION: At Comcast, we believe in the talent of our people It's our passion and commitment to excellence that drives Comcast's vast portfolio of brands to succeed From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent It's what makes us uniquely Comcast Here you can create the extraordinary.

Join us ABOUT THE ROLE: The Problem Management Lead is responsible for providing governance and oversight of the Problem Management functions within Enterprise Technology This role helps manage the global Problem Management process, the delivery of Problem Management services, and will be accountable for defining and managing integrations between technology procedures and the wider business framework You will be working across the global Enterprise Technologies organization and with internal and external groups to ensure delivery and success You are passionate about Problem Management and willing to get hands on to ensure root cause is found and follow up items are tracked to completion.

You are a leader who enjoys influencing and assisting others and are usually the person others seek for support and advice You also demonstrate an executive presence that instills confidence in subordinates, peers, and senior leaders that you are proficient and dependable in the execution of your duties This role for Problem Management will be also responsible for helping with the design and management of automating related services across the organization through analysis of related policies, procedures, and processes to improve how these services are delivered to the business Job Description Responsibilities Include the following: Manage the delivery of the Problem Management functions, hands on as required Review all documentation related to root cause for major incidents, to ensure that is suitable to provide to business stakeholders and improves delivery of service though identifying and tracking items to minimize further impact on business operations.

Ensure the delivery of clear communication for problem tickets, keeping all key stakeholders informed to agreed and appropriate levels throughout the problem lifecycle Identify and implement continual service improvement opportunities across the Problem Management and wider Service Management functions Serve as an escalation point for Problem Management functions Prepare internal reports on problem status and provide updates to Executive Management Partner with Service Management Ops colleagues to deliver on Enterprise Technology strategies.

Manage internal and external service providers to ensure compliance to problem ticket related SLAs and contractual obligations Promote the Problem Management service and act as a champion of this function within the wider Service Management Operations and client teams Collaborate and work closely with technology resolver teams and business stakeholders to understand required service level indicators and to ensure service level objectives are met in terms of impact to service REQUIREMENTS: An experienced Problem Manager with hands on experience 5+ years-experience running and operating enterprise scale Global Problem Management and managing a team.

3+ years-experience in a technical role(s) Strong practical ITIL/ITSM skill set with operational experience Demonstrated knowledge of service management practices, activities, techniques, and tools within a large, complex organization Demonstrated experience managing 3rd parties & vendors Have excellent problem-solving skills to help with investigation and resolution of major incidents and root cause Candidate must have excellent written and oral communication skills and be able to facilitate/ lead problem management calls Demonstrate the ability to use and apply apply critical thinking to drive to lower order causes.

They will also need to draft and issue reports/ updates on the progress of root cause, problem trends, service level objective performance Assist with the reporting and management of problem related and problem process/ service improvement items PREFERRED QUALIFICATIONS: Experience with collaboration tools such as MS Teams, Jira and Slack and ITSM ticketing tools such as ServiceNow Be proficient with PowerPoint, Excel, and other MS Office products such as OneNote Comcast is proud to be an equal opportunity workplace We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education Bachelor's Degree While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience Relevant Work Experience 5-7 Years Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus Additionally, Comcast provides best-in-class Benefits We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.

That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life Please visit the compensation and benefits summary on our careers site for more details

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Comcast is looking for Any Graduate / Post Graduate profile candidates.