Problem Manager

At Bayer we’re visionaries, driven to solve the world’s toughest challenges and striving for a world where ,Health for all, Hunger for none’ is no longer a dream, but a real possibility. We’re doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining ‘impossible’. There are so many reasons to join us. If you’re hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there’s only one choice.

Problem Manager

JOB PURPOSE:

This role is responsible for the enforcement of Problem Management processes in close collaboration with the accountable process owner and close partnership.

The process covers the logging and classification of Problems, Root Cause Analysis (RCA)- activity undertaken in investigating the underlying root causes, facilitation of work-around and Known Error details, and the production/implementation of permanent resolutions (via Change Management). Take part in impact assessment activities, particularly in providing business impact assessments and advice on Priority of the Problem

The process covers the logging and classification of Problems, Root Cause Analysis (RCA)- activity undertaken in investigating the underlying root causes, facilitation of work-around and Known Error details, and the production/implementation of permanent resolutions (via Change Management).

Main responsibilities include:

• Ensure contractual obligations of all Service Providers are aligned to the SI Processes
• Ensure execution of contractual obligations for all Service Providers
• Take part in impact assessment activities, particularly in providing business impact assessments and advice on Priority of the Problem
• Attend Problem and Known Error reviews as required
• Take part in the agreement of Workaround, permanent fixes, and closure of Problems
• Authorization to implementation of corrective actions if required
• Provide authorization to close Problem Investigations or Known Errors
• Makes decision whether investigation needs to be continued where root cause is not determined or a lack of success with solution implementation
• Approve a risk where there is a decision to stop Investigation or not to implement permanent fix
• Maintain escalations and facilitate any issues due to a lack of Supplier cooperation
• The quality assurance team to be responsible for reviewing RCAs (for GxP/GISC or Business critical Systems) before handover to Bayer stakeholders.
• Coordinate internally with Bayer stakeholders and the Bayer Technical Associates team for conducting the RCA and corrective and preventive actions.
  
  

ROLE AND RESPONSIBILITIES:

• Ensure that processes are followed by all stakeholders including Vendors, Third Parties, Suppliers, Customer representatives
• Enforces process adherence across all suppliers and escalating to appropriate managers and service owners when process standards are not met.
• Communicates strategic process changes to relevant parties. Organizes and chairs calls and meetings as required by process.
• Monitors process performance metrics and Key Performance Indicators (KPIs) & performance SLA’s
• Ensure Service quality and availability and performs required quality checks
• Ensure quality reports are produced, distributed, and utilized and ensure cross service improvement opportunities
• Ensure all activities in IT environment are being performed under process control
• Escalates, analyzes, and resolves service performance issues
• Register and implement process improvements based on audit findings
• Facilitate and participate in process audits
• Reviews opportunities and provides approval for process enhancements
• Design, update of the "Integrate" process/procedures and KPI’s aligned with contractual obligations across all partners
• Propose process improvements and ensures that the process documentation is up-to-date, adequate and available
• Drives continuous improvement and enables innovation
• Reviews Customer Satisfaction Survey information and takes appropriate action
  
  

WHO YOU ARE:

• University degree in business administration and/or informatics or similar education
• 10+ Extensive experience with setting up key performance indicators and operations planning
• Knowledge and experience in process management for global environments
• Proven leadership, motivational and interpersonal skills as well as experience in managing governance in matrix organizations & multi partner eco-system
• Strong know-how in IT Service Management Processes and IT Operations procedures and tool architecture, ITIL certified
• Good experience on Service management tool (eg service now), analytical tools and good understanding of agile project management skills.
• Basic Understanding and Usage of AI(Artificial intelligence)
• Profound Knowledge of information technology and/or infrastructure operations
• Strong communication skills, analytical, structural and strategic and presentation skills
• Deliver responsibilities with rational, expertise, accuracy, persistence, resilience, and creativity seeking to work both independently and collaboratively
• Profound English language skills and intercultural communication
  
  

Ever feel burnt out by bureaucracy? Us too. That’s why we’re changing the way we work— for higher productivity, faster innovation, and better results. We call it Dynamic Shared Ownership (DSO). Learn more about what DSO will mean for you in your new role here https://www.bayer.com/en/strategy/strategy

Bayer does not charge any fees whatsoever for recruitment process. Please do not entertain such demand for payment by any individuals / entities in connection with recruitment with any Bayer Group entity(ies) worldwide under any pretext.

Please don’t rely upon any unsolicited email from email addresses not ending with domain name “bayer.com” or job advertisements referring you to an email address that does not end with “bayer.com”.

YOUR APPLICATION

Bayer is an equal opportunity employer that strongly values fairness and respect at work. We welcome applications from all individuals, regardless of race, religion, gender, age, physical characteristics, disability, sexual orientation etc. We are committed to treating all applicants fairly and avoiding discrimination.

Location: India : Maharashtra : Thane

Division: Enabling Functions

Reference Code: 843203

Contact Us

• 022-25311234