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IT Problem Manager

IT Problem Manager

ConfidentialNoida
6 days ago
Job description

Problem Management Process

  • Manage the end-to-end problem management process, ensuring all problems are logged, investigated, and resolved.
  • Establish and maintain policies and procedures for effective problem management, adhering to ITIL / ITSM best practices.
  • Collaborate with incident and change management teams to ensure a seamless flow of information and resolution.

Root Cause Analysis (RCA)

  • Lead Root Cause Analysis (RCA) for major incidents and recurring issues to identify underlying causes.
  • Drive the implementation of permanent solutions to prevent future occurrences of known issues.
  • Ensure accurate and timely documentation of RCA findings, action plans, and resolutions in the problem management system.
  • Follow up on RCA action items to ensure successful completion and closure.

    • Training and Knowledge Sharing

  • Develop and deliver training programs for teams to promote awareness of the problem management process and RCA methodologies.
  • Provide coaching to technical teams on identifying and addressing recurring issues effectively.
  • Build and maintain a knowledge base of known problems, workarounds, and solutions.

    • Proactive Problem Identification and Prevention

  • Analyze incident trends, system performance data, and other inputs to identify potential problems proactively.
  • Work with operations, and other stakeholders to implement preventative measures and improve system reliability.
  • Develop metrics and reports to track the effectiveness of problem management efforts and identify areas for improvement.

    • Process Improvement Deployment

  • Continuously evaluate and improve the problem management process to increase efficiency and effectiveness.
  • Ensure alignment of the problem management process with business objectives and operational needs.

    • Collaboration Communication

  • Collaborate with cross-functional teams, including operations, and global technical service desk, to address complex problems.
  • Act as a central point of contact for problem management-related inquiries and escalations.
  • Provide regular updates and reports to leadership on problem trends, root causes, and resolution progress.

    • Qualifications

  • Proven experience (5+ years) in problem management in a large-scale high-tech enterprise environment.
  • Strong understanding of ITIL / ITSM frameworks, with expertise in the problem management process.
  • Demonstrated experience conducting Root Cause Analysis (RCA) and implementing long-term fixes.
  • Familiarity with ITSM tools (e.g., ServiceNow) and data analysis tools.
  • Excellent analytical, problem-solving, and decision-making skills.
  • Exceptional communication and presentation skills for interacting with technical and non-technical stakeholders.

    • Preferred :

  • ITIL v4Certification (Intermediate or higher).
  • Experience in automation and predictive analysis for proactive problem management.
  • Knowledge of monitoring tools (e.g., Splunk, SolarWinds, Zabbix) and incident management systems.
  • Experience working in agile or DevOps environments.

    • Key Attributes

  • Proactive and Analytical : Anticipates issues, identifies patterns, and takes initiative to address recurring problems.
  • Collaborative Manager : Works effectively with diverse teams and drives accountability for resolving problems.
  • Detail-Oriented : Ensures thorough documentation and follow-up on RCA findings.
  • Continuous Improver : Strives to enhance processes and share knowledge across the organization.

    • Skills Required

    Servicenow, Data Analysis, Problem Management

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