Problem Manager
2 weeks ago
Job Description – Problem Manager
Level : SA - 1 / M - 1
Location : Pan India
Work Model : Hybrid Model with 3 days WFO
Notice Period : Immediate Joiner or Less than 45 NP
Prerequisites:
Minimum of 6+ years for SA / 9 + Years for M Level of experience in Problem Manager role.
ITIL Basic/Intermediate Certificate (ITIL V3/ V4)
Willing to work primarily in US shifts (CDT) & Weekends
Key Roles & Responsibilities:
Incident Prevention - Proactively prevent incidents from occurring in the first place by identifying and resolving root causes.
Root Cause Analysis - Conduct thorough analysis of incidents to determine the underlying cause, ensuring that solutions address the actual issue, not just the symptoms.
Problem Lifecycle Management - Oversee the entire process of managing problems, from initial identification to eventual resolution and closure.
Solution & Workaround Development - Develop and implement permanent solutions for known issues and make temporary workarounds available to the incident management team.
Knowledge Management - Maintain a Known Error Database (KEDB), documenting problems, their resolutions, and any associated workarounds for future reference.
Trend Analysis - Analyze historical incident data to identify trends and recurring problems that require deeper investigation.
Stakeholder Communication - Keep stakeholders, including technical teams, management, and users, informed about problem status, progress, and any potential risks.
Change Request Management - Initiate and manage change requests to implement permanent solutions that eliminate known problems from the IT infrastructure.
Collaboration - Work closely with other IT teams, such as incident management and change enablement, and external vendors to ensure effective problem resolution.
10. Process Improvement - Drive continuous improvement in the problem management process, ensuring adherence to ITIL best practices and updating process documentation as needed.
11. Reporting - Provide regular reports on problem management activity, metrics, and service improvement progress to relevant stakeholders.
IT Skills & Qualifications:
Proven work experience with Problem, Change, Incident and Knowledge management role
Experience in IT service management and ITIL processes.
Strong problem-solving skills
Ability to work with cross-functional teams and manage multiple tasks simultaneously.
Knowledge of ITSM tools
Good analytical and problem-solving skills to identify, investigate, and resolve issues effectively.
Must possess strong communication and interpersonal skills to coordinate with various teams and stakeholders.
Approachable and audible in conference calls.
Application & Tools:
Power BI (reading and creating reports to excel)
ServiceNow Dashboard (adding filter, fields and custom search)
Office 365 advance knowledge (PowerPoint, Word, Excel, Outlook)
MS team (chats & team sites)
SharePoint Sites (basic admin and edits, posting data and basic organization)
OneNote (using for data documentation & logging/tracking)
SharePoint list (using to track RAID items and tracking)
AI (ChatGPT and Copilot know how to use advanced functions. Knowing other AI tools is a plus. Also able to identify when people use AI.)
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