IT Job – Problem Manager at WiPro

Job Title: Problem Manager
Our client Wipro is an IT Company and is seeking to recruit result driven and motivated individuals for the Vacancy above;
Key Duties and Responsibilities:
·         Ensure the Problem Management process is conducted correctly.
·         For optimizing the process over time and will intervene when the process breaks down.
·         Ensure the Problem Management Key Performance Indicators (KPIs) are met.
·         Ensure the Problem Management process operates effectively and efficiently.
·         Be the owner of registered Problem tickets.
·         Enter all relevant details he is aware of into the Problem record. and to ensure that this data is accurate.
·         Ensure that the Problem Management process is used correctly across all IT support team.
·         Ensure correct closure and evaluation of problems.
·         Ensure problem management staff are empowered in their roles.
·         Ensure process, procedure and work instruction documentation is up-to-date.
·         Maximize the fit between people, process and technology.
·         Promote the correct use of the process.
·         Update the process and procedures documentation.
·         Initiate and update the process work instructions.
·         Monitor the Problem Management process, using Key Performance Indicators and reports.
·         Function as a point of escalation for IT Support team on problem tickets.
·         Identify improvement opportunities to make the Problem Management process more effective and efficient.
·         Identify and improve operational alignment between various processes.
·         Promote the correct use of the Problem Management process across all interfacing parties within the organization.
·         Execute allocation of Problems to the correct Problem Analyst or interfacing parties within the organization.
·         Coordinate and plan Problem Resolution with Problem Analysts or interfacing parties within MTN as required.
·         Coordinate and monitor problem resolution.
·         Verify updated KEDB.
·         Monitor Problem Resolution progress in accordance with classification.
·         Monitor the functional escalation of Problems to other IT support team members and management.
·         Review and evaluate closed problems.
·         Managing Problem support staff.
·         Chairing Root cause analysis session for identification of Root cause. 
How to Apply:
Please follow the instructions as stated below as failure to do so could lead to disqualification.
1. Send an Application letter and CV/Resume.
2. Merge these two documents into one document in either word or pdf format.
3. Do not attach or send any scanned documents, these are sometimes too large for our inbox.
4. Include the job title and/or reference number in the subject line of the email address   and send your application by email to
5. Only successful candidates will be contacted. For all other inquiries please contact our offices directly
Deadline: 24th December, 2012
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