Description
Job Description: Problem Management with Windows client engineering skills are mandatory.Partner across Functional groups and EUCC Operations teams to implement process and technology changes that drive efficiency and effectiveness.
Proactively reports the device health patterns and partnership with the Service Owners and creates problem records to be researched.
Management of High Priority Major Incidents within EUC, including assembling the relevant stakeholders, establishing the root cause, management of War Rooms, Reviews and tracking follow-up actions, and recommendations for closure
Perform and validate Root Cause Analysis (RCA) for incidents and problems
Execute strategic plans to improve data event collection through EUC devices
Subject Matter Expert on End User Computing (EUC) with customer experience triaging
Establish metrics to measure efficient use of existing systems and resources
Strong expertise in proactive problem management to prevent Incident/problem recurrence
Help to continuously define and improve the Problem management Process for Windows 10 device Engineering.
Should have troubleshooting Insights on Windows 10 Bug check, Event Analysis, freeze issues, BitLocker, blue screen error issue, and Stop errors
Qualifications:
Bachelor's degree in technical or business discipline.
Minimum 10+years of Problem Manager experience.
Thorough knowledge of Desktop Engineering
Technical understanding of Windows 10 troubleshooting concepts, strategies, EUC operations, strategy, objectives, and methodologies.
Thorough knowledge of IT service management concepts; ITIL, and process improvements