2.0 - 6.0 years

0 Lacs

ahmedabad, gujarat

On-site

The role of a Problem Management Administrator involves overseeing the Problem Management process within the IT department. This includes identifying root causes of incidents and recurring issues, implementing preventive measures, and collaborating with various teams to ensure efficient service delivery. The position requires strong analytical skills, technical expertise, and effective communication abilities. The Problem Manager is also expected to support the Service Level Management practice. Key Responsibilities: Lead the problem management process, including identifying, analyzing, investigating, and resolving root causes of incidents and recurring issues. Collaborate with incident managers, service desk teams, and other IT stakeholders to prioritize and resolve problems affecting service delivery and operational efficiency. Conduct root cause analysis (RCA) sessions to uncover underlying issues, document findings, and develop corrective and preventive actions (CAPAs). Manage problem records in the IT service management (ITSM) system, ensuring accurate documentation, categorization, prioritization, and timely resolution. Implement and maintain problem management strategies, policies, and procedures in alignment with ITIL best practices to drive continuous improvement and minimize the impact of incidents on business operations. Develop and analyze problem management metrics, KPIs, and reports to evaluate performance, identify trends, and monitor the effectiveness of problem management activities. Coordinate with Change Management, Release Management, and Configuration Management teams to ensure integration of problem management activities with other IT service management processes. Participate in major incident reviews, service reviews, and post-implementation reviews to identify lessons learned and enhance problem management processes. Provide guidance and support to junior problem management staff, promoting a culture of continuous improvement and knowledge sharing within the team. Stay informed about industry trends, best practices, and technologies related to problem management and IT service management. Requirements: Bachelor's degree in information technology, computer science, or a related field (or equivalent work experience). Minimum 2+ years of experience in problem management or incident management roles in a corporate IT environment, with a solid grasp of IT service management principles and methodologies. Technical proficiency in conducting root cause analysis (RCA) and resolving problems across IT infrastructure, applications, and services. Familiarity with IT service management tools such as ServiceNow, BMC Remedy, and knowledge of the ITIL framework. Strong analytical and problem-solving skills, capable of prioritizing and managing multiple problems and projects concurrently. Excellent communication and interpersonal skills, with the ability to collaborate effectively across all organizational levels. ITIL Foundation certification or higher-level ITIL certifications are advantageous. Experience in managing problem management processes in a complex organizational environment.,

Posted 6 days ago

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Problem Manager DMart

8.0 - 12.0 years

14 - 18 Lacs

Thane

Work from Office

Role Summary The Problem Manager is responsible for identifying, analyzing and managing problems within the IT environment to minimize the adverse impact of incidents and ensure the root causes are addressed. This role focuses on both reactive and proactive problem management, ensuring long-term stability and continuous improvement of IT services. Key Responsibilities Problem Management Manage the lifecycle of all problems from identification to root cause analysis and resolution. Lead problem investigations by coordinating with relevant technical teams and stakeholders. Develop and maintain known error records and the Known Error Database (KEDB). Ensure that recurring incidents are identified and that root causes are eliminated. Conduct trend analysis to detect patterns and proactively prevent incidents. Process Management - Define and maintain the Problem Management process, ensuring alignment with ITIL best practices. Drive continuous improvement of the problem management process, tools and practices. Ensure problem records are accurately maintained in the ITSM tool with proper categorization and documentation. Collaboration and Communication - Act as a liaison between service desk, technical teams and change management to ensure effective incident and problem coordination. Facilitate Problem Review and Root Cause Analysis (RCA) meetings. Communicate problem status, actions and resolution to stakeholders and impacted users. Provide input to the Change Advisory Board (CAB) when problems require changes. Reporting and Metrics Produce regular problem management reports including KPIs such as problem resolution time, root cause found rate, recurring incident reduction, etc. Provide input into service reviews with Vendors/Managed Service Partners/Internal teams. Track problem trends to inform service improvement initiatives. Required Skills and Qualifications Bachelors degree in IT, Computer Science, or related field (or equivalent experience). Proven experience (8–10 years) in IT Service Management with a focus on Problem Management. Strong knowledge of ITIL v3/v4 framework; ITIL Foundation certification required (Practitioner or Intermediate preferred). Experience with ITSM tools such as ServiceDesk, ServiceNow, BMC Remedy etc. Excellent analytical, problem-solving and root cause analysis skills. Strong communication and stakeholder management abilities. Ability to prioritize, work independently, and manage multiple problems concurrently. Preferred Qualifications Experience in large enterprise IT environments or managed service provider settings. Knowledge of related processes (Incident Management, Change Management, Configuration Management). Technical background or understanding of infrastructure, applications and service architecture. Key Performance Indicators (KPIs) Number of recurring incidents reduced. Time to detection & resolution for problems - MTTD & MTTR % of problems with root cause identified. Number of proactive problems raised. Stakeholder satisfaction scores related to Problem Management.

Posted 1 month ago

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