IT Service Delivery Specialist

1 week ago

Gurgaon Gurugram Pune Hyderabad Secunderabad Telangana, India beBeeProblemManager Full time
Job Title: Problem Manager

As a seasoned problem manager, you will be responsible for detecting and logging recurring incidents and problems within IT services. Your keen analytical skills will help identify root causes, while your excellent communication skills will ensure that stakeholders are kept informed throughout the process.

With a strong background in ITSM and ITIL processes, you will be expected to utilize various RCA techniques to determine underlying issues. Your proactive approach will help develop and implement solutions to resolve identified problems, ensuring minimal recurrence of similar issues in the future.

  • Identify and log recurring incidents and problems within IT services.
  • Conduct thorough investigations to determine root causes.
  • Utilize various RCA techniques to determine underlying issues.
  • Develop and implement solutions to resolve identified problems.
  • Work on preventive measures to avoid recurrence of similar issues.
  • Collaborate with IT teams and other stakeholders to address problems.
  • Communicate effectively with customers and management about problem status and resolutions.
  • Monitor progress to ensure timely completion.
  • Generate reports on problem management activities.

Required Skills -

  • 8+ Years of experience, having thorough knowledge on ITIL/ITSM processes.
  • Strong exposure working with stakeholders and driving Root Cause Analysis.
  • Ability to define and manage RCA Templates.
  • Continuous analysis of incident data and trends.
  • Follow ITIL process to prioritize, coordinate, escalate high-priority incidents, and conclude RCAs.
  • Identify and create immediate action items based on triage and RCA for high-priority incidents.
  • Conduct required RCA meetings with Stakeholders for P1, P2.

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