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IT Operations Management
4 weeks ago
Job Title:Problem Manager
Location:Hyderabad, Pune, Gurgaon
Experience:8 - 14 Years
Skills:ITSM, ITIL, RCA, Problem Management
Role and Responsibilities-
- Detect and log recurring incidents and problems within IT services.
- Ensure accurate documentation of incidents and problems for future reference.
- Conduct thorough investigations to identify the root causes of problems.
- Utilize various RCA techniques to determine the underlying issues.
- Develop and implement solutions to resolve identified problems.
- Work on preventive measures to avoid recurrence of similar issues.
- Collaborate with IT teams, engineers, and other stakeholders to address problems.
- Communicate effectively with customers and management about problem status and resolutions
- Monitor the progress of problem resolution activities to ensure timely completion.
- Generate reports on problem management activities, including trends and metrics.
- Continuously improve problem management processes based on feedback and performance metrics
- Implement best practices from ITIL/ITSM frameworks to enhance efficiency.
- Ensure adherence to ITIL/ITSM processes and organizational policies
Required Skills -
- 8+ Years of experience, having thorough knowledge on ITIL/ITSM process
- Should have good exposure working with stake holders and driving Root cause analysis
- Define and manage RCA Templates
- Continuous analysis of incident data, trends and potential areas of improvement
- Follow ITIL process to prioritize, coordinate, escalate for high priority incidents and conclude RCAs for the same
- Identify and create immediate action items based on triage and RCA for high priority incidents to minimize reoccurrence in future
- Conduct required RCA meetings with Stakeholders for P1, P2
- Retrospection with respective application teams having higher number of critical issues
