Problem Management Specialist

4 weeks ago


Gurugram, India Getronics Full time

Problem Management:

  • Carry out regular trend analysis incident data sets to identify errors.
  • Manage the full life cycle of problem records.
  • Deliver double digit reductions to incident volumes for supported accounts.
  • Use ITOA tools to understand actual user experience.
  • Maintain known error records and knowledge base.
  • Assist with shift left opportunity identification.
  • Maintain problem records and tracker
  • Chair weekly problem management calls.
  • Drive efforts to ensure no major incident recurrence.
  • Provide monthly problem management reports to Service Delivery.
  • Document and communicate technical recommendations with supporting cost/benefit analysis.
  • Maintain required touchpoints with other ITIL functions such as Change Management, Knowledge Management etc.
  • Author Major Incident Reports for internal and external distribution
  • Build close partnership with service desk and resolver teams to drive process improvements
  • Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with Change Enablement, incident management, and configuration management etc.

Skills/Experience

  • Excellent verbal and written communications with proven report writing skills.
  • Ability to adhere to governance standards and processes.
  • Strong interpersonal and relationship building skills. You must be able to work as part of a team.
  • IT knowledge (broad rather than deep) of IT systems and technology.
  • Data analysis experience and structured approach to problem solving.
  • Strong Excel skills including pivot tables and experience using other Microsoft Office applications.
  • Proven customer support experience in a large global IT service support environment.
  • Experience with ServiceNow or another ITSM tool preferred.
  • An understanding of Service Level Agreements and their application.
  • Experience and understanding of ITIL process areas.
  • Excellent customer service skills and an ability to listen and understand the customer's requirements.
  • Experience of working with technical staff and 3rd parties.
  • Previous experience working with senior client stakeholders (director or C-level).
  • Ability to multi-task and priorities effectively.
  • Willingness to travel and a flexible approach to working hours.

Qualification/Certification requirements

  • 3+ years’ experience in Problem Management
  • ITIL certification preferred
  • IT or Business degree preferred



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