Problem Manager
Information Technology Infrastructure Library (ITIL), IT Service Management (ITSM)
Description
GSPANN is hiring a Problem Manager to manage and resolve recurring incidents and problems within IT services. The ideal candidate will have strong expertise in ITIL/ITSM processes, Root-Cause Analysis (RCA), and working with stakeholders to improve problem management processes.
Who We Are
GSPANN has been in business for over a decade, with over 2000 employees worldwide, and servicing some of the largest retail, high technology, and manufacturing clients in North America. We provide an environment that enables career growth while still interacting with company leadership.
Visit Why GSPANN for more information.
Location: Hyderabad | Pune | Gurgaon
Role Type: Full Time
Published On: 2 January 2025
Experience: 8+ Years
Description
GSPANN is hiring a Problem Manager to manage and resolve recurring incidents and problems within IT services. The ideal candidate will have strong expertise in ITIL/ITSM processes, Root-Cause Analysis (RCA), and working with stakeholders to improve problem management processes.
Role and Responsibilities
- 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.
Skills and Experience
- 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.
