2 Itilitsm Jobs

As an experienced and proactive Problem Manager, your primary responsibility will be to manage the problem management process within a large, high-tech enterprise. You will play a crucial role in identifying, analyzing, and resolving recurring issues by conducting Root Cause Analysis (RCA), implementing long-term fixes, and providing training to enhance operational excellence. Your duties will involve overseeing the end-to-end problem management process, ensuring all problems are properly logged, investigated, and resolved. You will establish and maintain policies and procedures for effective problem management, adhering to ITIL/ITSM best practices. Collaboration with incident and change management teams will be essential to ensure a seamless flow of information and resolution. Leading Root Cause Analysis (RCA) for major incidents and recurring issues will be a key aspect of your role. You will drive the implementation of permanent solutions to prevent future occurrences of known issues and ensure accurate documentation of RCA findings, action plans, and resolutions in the problem management system. Following up on RCA action items to ensure successful completion and closure will also be part of your responsibilities. In addition, you will develop and deliver training programs to promote awareness of the problem management process and RCA methodologies. Providing coaching to technical teams on identifying and addressing recurring issues effectively will be crucial. Building and maintaining a knowledge base of known problems, workarounds, and solutions will also be a part of your role. Your proactive problem identification and prevention duties will involve analyzing incident trends, system performance data, and other inputs to identify potential problems proactively. Working with operations and other stakeholders to implement preventative measures and improve system reliability will be essential. Developing metrics and reports to track the effectiveness of problem management efforts and identify areas for improvement will also fall under your responsibilities. Continuously evaluating and improving the problem management process to increase efficiency and effectiveness will be crucial. Ensuring alignment of the problem management process with business objectives and operational needs will be part of your ongoing tasks. Collaboration with cross-functional teams, including operations and global technical service desk, to address complex problems will also be essential. To qualify for this role, you should have proven experience (5+ years) in problem management in a large-scale high-tech enterprise environment. A strong understanding of ITIL/ITSM frameworks, expertise in the problem management process, and experience in conducting Root Cause Analysis (RCA) are required. Familiarity with ITSM tools (e.g., ServiceNow) and data analysis tools is essential. Excellent analytical, problem-solving, and decision-making skills, as well as exceptional communication and presentation skills, are also necessary for this role. Preferred qualifications include ITIL v4 Certification (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, as well as experience working in agile or DevOps environments. Key attributes that will contribute to your success in this role include being proactive and analytical, a collaborative manager, detail-oriented, and a continuous improver. In return, we offer a challenging and impactful role in a global high-tech enterprise, opportunities to drive meaningful improvements in service reliability and operational efficiency, a competitive compensation and benefits package, and access to professional development and certification opportunities. If you are passionate about solving complex problems, improving processes, and driving operational excellence, we welcome you to join our team and make a significant impact.,

As a Software Environment Specialist at Amdocs, your role involves setting up, installing, and maintaining software environments for any product permutation. You will play a crucial part in coordinating with stakeholders to drive incidents and tickets to closure, ensuring activities are performed at a high level of quality and meeting Service Level Agreements. Taking ownership of operational and environment-related issues, you will proactively handle user problems, participate in root cause analysis, and engage in incident reviews following major incidents. Your responsibilities also include monitoring metrics, responding to customer inquiries, driving discussions during maintenance windows, and identifying automation areas for improvement. You will be tasked with ensuring compliance with internal audit processes, creating knowledge with repeatable procedures to reduce incidents, monitoring applications and services for timely incident restoration, and conducting advanced log analysis using tools like Splunk for proactive issue identification and troubleshooting. This role focuses on enhancing incident handling quality by strengthening the team's capabilities through advanced triaging, troubleshooting, and implementing basic automation. Your contribution will be vital in improving resolution times, operational efficiency, and overall incident quality. To excel in this role, you should possess technical competencies such as working knowledge of Microsoft tools, incident management tools like Jira, and monitoring tools like Splunk. ITIL/ITSM knowledge and certification, exposure to the telecom domain, and excellent communication skills are essential. Additionally, an infrastructure background with experience in server management, configuration, and troubleshooting is required. Your behavioral competencies should include effective communication and stakeholder management, adaptability, sense of urgency, analytical thinking, collaboration, proactive learning, and decision-making skills. Working in a multinational environment for a global market leader offers extensive professional development opportunities in a dynamic, multi-cultural organization that values innovation and employee growth. Join us at Amdocs, where we foster diversity and inclusivity, offering stellar benefits such as health insurance, paid time off, and parental leave, while providing a supportive workplace for passionate and dedicated individuals like you.,