Problem Manager

7 days ago

Hyderabad City Taluka, Pakistan beBee Careers Full time

Problem Management Expert

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GSPANN is hiring a Problem Manager to manage and resolve recurring incidents and problems within IT services.

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The ideal candidate will have strong expertise in ITIL/ITSM processes, Root-Cause Analysis (RCA), and working with stakeholders to improve problem management processes.

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This role involves detecting and logging recurring incidents and problems, ensuring accurate documentation for future reference, investigating root causes, and developing solutions to resolve identified problems.

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To succeed in this position, the ideal candidate should have thorough knowledge of ITIL/ITSM processes and experience working with stakeholders and driving Root-Cause Analysis (RCA).

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Key Responsibilities:

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  • Detect and log recurring incidents and problems within IT services.">
  • Ensure accurate documentation of incidents and problems for future reference.">
  • Investigate thoroughly to identify the root causes of problems.">
  • Use various Root-Cause Analysis (RCA) techniques to determine the underlying issues.">
  • Develop and implement solutions to resolve identified problems.">
  • Work on preventive measures to avoid the 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 resolutions.">
  • Monitor 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 metrics.">
  • Implement best practices from IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) frameworks to enhance efficiency.">
  • Ensure adherence to ITSM/ITIL processes and organizational policies.">
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Requirements:

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  • Have 8+ years of experience, with thorough knowledge of ITIL/ITSM processes.">
  • Gain exposure to working with stakeholders and driving Root-Cause Analysis (RCA).">
  • Define and manage RCA templates.">
  • Continuously analyze incident data, trends, and potential areas of improvement.">
  • Follow ITIL processes to prioritize, coordinate, and escalate high-priority incidents, and conclude RCAs for the same.">
  • Identify and create immediate action items based on triage and RCA for high-priority incidents to minimize recurrence in the future.">
  • Conduct required RCA meetings with stakeholders for P1 and P2 incidents.">
  • Conduct retrospection with respective application teams handling a higher number of critical issues.">
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