Rowena D
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- Role
- Problem Manager at Tata Consultancy Services
- Location
- Chennai, TN, IN
- LinkedIn followers
- 500 followers
About Rowena D
With over five years of experience in IT service management, I specialize in problem…
Experience
Problem Manager
Jan 2020 — Present
Incident Metrics and Reporting- Monitor incident trends, response times, and resolution SLAs- Generate reports for IT leadership and drive insights into Problem Management.Problem Manager ResponsibilitiesObjective: Identify and eradicate the root causes of incidents to avoid recurrence and enhance service quality over a period of time.Principal Responsibilities- Problem Identification – Review incident trends and significant incident reports to identify underlying issues- Root Cause Analysis (RCA) – Apply analytical techniques (e.g, 5 Whys, Ishikawa diagram) to identify root causes.Principal Achievements- Cut high-priority incident volume substantially through trend analysis and proactive fix- Enhanced root cause identification time by 50% through formal major problem reviews- Increased stakeholder satisfaction ratings by 25% through transparent RCA documentation and reporting- Submitted automation idea shortlisted for adoption by stakeholders- Rolled out problem management integrated with change management, averting 12 large disruptions- Conducted stakeholder training on ITIL-compliant updates to Problem Record, increasing operational capacity.
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