IQVIA Looking for Supv, IT at Bengaluru, Karnataka Full Time

• Process owner, responsible for designing, developing, maintaining and improving the process and procedures
• Ensuring that appropriate process documentation is available and current
• Periodically auditing the process to ensure compliance to policy and standards
• Periodically reviewing the process strategy to ensure that it is still appropriate and change as required
• Communicating process information or changes as appropriate to ensure awareness
• Reviewing opportunities for process enhancements. Monitor and drive the efficiency and effectiveness of the process through various reports and metrics.
• Addressing issues with the running of the process and providing input to the ongoing service improvement plan

Specific Primary Responsibilities

Problem Management Practice:

• Responsible for problem identification via various methods like Incident trend analysis, review of Critical and High Impact incidents.
• Liaise with all problem resolution groups via RCA calls (hosting them) and standard communication methods to ensure swift resolution of problems within SLA targets
• Formal closure of all Problem tickets, includes problem closure review analysis to enhance the effectiveness of closed problems
• Host and Drive Problem Review Meetings periodically to discuss on aged problems, closed problems (for closure effectiveness) and known errors
• Arranging, running, documenting and all follow-up activities relating to Major Problem Reviews (for P1 and all high visibility incidents)
• Ownership and protection of the Knowledgebase, contribute to the Knowledgebase inclusions

Additional Responsibilities

1. Reporting and Metrics

• Produce management metrics and reports covering all aspects of Incident, Problem, Change, Release , Configuration and Knowledgebase Management
• Ensure development of reports based on business/service lines to provide better and specific visibility Business lines individually
• Responsible for continual service improvement actions arising out of the metrics

Skills and Certifications Required

1. ITIL V3/V4 Foundation Certified

2. 7 years of total IT experience with at least 3 years into Problem Management and other ITIL process areas like Incident/Req, Change & Config Management.

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com