James Victor Email and Phone Number

Working as Problem Manager for the largest manufacturer of automotive components Industry with 86 plants, 12 R&D centers, 26 application centers across Globe. Headquartered in Southern Europe.

• Responsible to Govern the operations relating to Problem Management.• Performed Vendor Management.• Implement ITIL best practices.• Responsible to receive proactive problem tickets from service providers, coordinate assessment of business impact with Customer and progress tickets to the next stage.• Responsible to ensure cross dependencies across supplier for RCA Submission & Problem Resolution are handled efficiently, Coordinate Root Cause Analysis across multiple providers… Show more • Responsible to Govern the operations relating to Problem Management.• Performed Vendor Management.• Implement ITIL best practices.• Responsible to receive proactive problem tickets from service providers, coordinate assessment of business impact with Customer and progress tickets to the next stage.• Responsible to ensure cross dependencies across supplier for RCA Submission & Problem Resolution are handled efficiently, Coordinate Root Cause Analysis across multiple providers, Evaluate and approve recommended solutions to Problems and Coordinate production of Requests for Change to resolve Problems.• Responsible to analyse problems and incidents to identify and address trends and problem sources in the end-to-end services.• Monitor and address issues with the performance of the Service Providers in identifying, reporting and resolving Problems and Errors.• Perform Major Problem Reviews. Consolidate Problem Management reporting across Suppliers.• Identify and implement process improvements and ITSM platform/integration enhancements relating to same.• Ensured Problem Management KPI/SLA are reviewed at agreed frequency and analyse/review for improvement & regular monitoring to avoid SLA breach, reduced backlog/ageing, timely submission of RCA.• Responsible in managing multiple stakeholders at all levels of the organization, but specifically at senior management level.• Process operation and maintenance support along with service quality improvement through continuous process improvement. Show less

Maintaining, managing and executing the Problem Management process.Requesting RCA (problem records) from Resolver Groups where required.Responsible for life cycle management of Problem tickets by ensuring ticket progress, timely delivery of root cause analysis, follow-up on agreed actions.Track Problem governance metrics and continuously seek to improve the Problem management KPIs (daily/ weekly/ monthly basis) – e.g.: Problems open, closed, problems with no Post mortems done… Show more Maintaining, managing and executing the Problem Management process.Requesting RCA (problem records) from Resolver Groups where required.Responsible for life cycle management of Problem tickets by ensuring ticket progress, timely delivery of root cause analysis, follow-up on agreed actions.Track Problem governance metrics and continuously seek to improve the Problem management KPIs (daily/ weekly/ monthly basis) – e.g.: Problems open, closed, problems with no Post mortems done, Problems with no tasks, Problems ready for closure etc.Co-ordinating efforts of Resolver Groups and external teams to deliver timely resolution of problems.Responsible for process support to IT delivery teams like Service desk.Tracking open Problems and identifying Problems that require increased focus to meet committed service levelsUpdating the Problem to a known error database to assist with future Incident and Problem investigation and diagnosis.Hosting Problem meetings as required (for example arbitrating between Resolver Groups and escalating to IBM Service Integration Lead (SIL) where required)Initiating a root cause analysis process for all P1 and P2 incidents or failed changes.Contributing to process & Tool development to improve Service Delivery.Contributing to training materials and work instructions.Following defined escalation path when needed, as defined in the escalation policy.Creates and updates the Problem Record, schedules and facilitates Problem Management meetings. Show less

Incident Management, Project Management, Team Management, Escalation Management.Ability to work under Pressure, Positive thinking, Analytical Skills, Good Communication skillsPossesses a high degree of professionalism and dedication to exceptional quality.Effective team player with interpersonal skills.To build a long term career with opportunities for carrier growth.

Supported the Internet Service Provider.UK based company - Talktalk.Worked as the L2 advisor to help the end users to fix there issues connecting to Internet.Dealt with the Authentication,Browsing problems faced by the customers along with Landline issues.