Project Role: Application Tech Support Practitioner

Project Role Description: Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills: Problem Management

Good to have skills: Service Delivery, Critical Incident Management

Minimum 3 year(s) of experience is required

Educational Qualification: 15 years full time education

Summary:

We are seeking a highly skilled and experienced Problem Manager to join our Comcast Orion Operations(Orion Ops) Problem Management team. This is a client-specific role requiring an expert-level understanding of Amdocs tools, Telecom OSS/BSS processes, and extensive problem management and service delivery. The ideal candidate will be responsible for proactively identifying and driving resolution of the root causes. This role is pivotal in minimizing the adverse impact of incidents and driving the stability and reliability of client services.

Roles & Responsibilities:

• Root Cause Analysis: Lead and conduct in-depth root cause analysis (RCA) for complex and recurring incidents within the Orion Ops ecosystem to prevent future occurrences.
• Incident Trend Analysis: Proactively identify and analyze incident trends to anticipate potential problems and implement preventative measures.
• Problem Lifecycle Management: Oversee the entire problem management lifecycle, from identification and documentation to resolution and closure, ensuring timely and effective solutions.
• Cross-Functional Collaboration: Work closely with the Incident Management and Application teams, as well as other stakeholders, to ensure a coordinated approach to incident and problem resolution.
• Technical Triage: Utilize expert knowledge of Amdocs tools and Telecom OSS/BSS to perform advanced technical triage and diagnostics.
• Knowledge Management: Develop and maintain a knowledge base of known errors, workarounds, and permanent solutions to aid in faster incident resolution.
• Reporting and Communication: Provide clear and concise reports on problem management activities, trends, and outcomes to both technical teams and business stakeholders.

Professional & Technical Skills:

• Amdocs Tools: A minimum of 5 years of hands-on experience with Amdocs tools is mandatory.
• Telecom OSS/BSS: At least 5 years of in-depth experience with Telecom Operations Support Systems (OSS) and Business Support Systems (BSS) is required.
• Service/Operations Management: At least 5 years of critical experience within the Orion Operations Incident Management framework is necessary.
• Problem-Solving Skills: Demonstrated expertise in various root cause analysis methodologies and a strong analytical and problem-solving mindset.
• Communication Skills: Excellent verbal and written communication skills with the ability to articulate complex technical issues to a diverse audience.
  -ITIL Framework: A solid understanding of ITIL principles and processes, particularly in Incident, Problem, and Change Management.

Additional Information:

• The candidate should have minimum 5 years of experience in Problem Management.
• This position is flex with location.
• Resource should be flex with the shift.
• A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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