IT Operations Management

Job Title: Problem Manager Location: Hyderabad, Pune, Gurgaon Experience: 8 - 14 Years Skills: ITSM, ITIL, RCA, Problem Management Role and Responsibilities - Detect and log recurring incidents and problems within IT services.Ensure accurate documentation of incidents and problems for future reference.Conduct thorough investigations to identify the root causes of problems.Utilize various RCA techniques to determine the underlying issues.Develop and implement solutions to resolve identified problems.Work on preventive measures to avoid recurrence of similar issues.Collaborate with IT teams, engineers, and other stakeholders to address problems.Communicate effectively with customers and management about problem status and resolutionsMonitor the progress of problem resolution activities to ensure timely completion.Generate reports on problem management activities, including trends and metrics.Continuously improve problem management processes based on feedback and performance metricsImplement best practices from ITIL/ITSM frameworks to enhance efficiency.Ensure adherence to ITIL/ITSM processes and organizational policiesRequired Skills - 8+ Years of experience, having thorough knowledge on ITIL/ITSM processShould have good exposure working with stake holders and driving Root cause analysisDefine and manage RCA TemplatesContinuous analysis of incident data, trends and potential areas of improvementFollow ITIL process to prioritize, coordinate, escalate for high priority incidents and conclude RCAs for the sameIdentify and create immediate action items based on triage and RCA for high priority incidents to minimize reoccurrence in futureConduct required RCA meetings with Stakeholders for P1, P2Retrospection with respective application teams having higher number of critical issues .