Problem Manager

Job Description – Problem Manager

Level : SA - 1 / M - 1

Location : Pan India

Work Model : Hybrid Model with 3 days WFO

Notice Period : Immediate Joiner or Less than 45 NP

Prerequisites

Ø Minimum of 6+ years for SA / 9 + Years for M Level of experience in Problem Manager role.

Ø ITIL Basic/Intermediate Certificate (ITIL V3/ V4)

Ø Willing to work primarily in US shifts (CDT) & Weekends

Key Roles & Responsibilities

• Incident Prevention - Proactively prevent incidents from occurring in the first place by identifying and resolving root causes.
• Root Cause Analysis - Conduct thorough analysis of incidents to determine the underlying cause, ensuring that solutions address the actual issue, not just the symptoms.
• Problem Lifecycle Management - Oversee the entire process of managing problems, from initial identification to eventual resolution and closure.
• Solution & Workaround Development - Develop and implement permanent solutions for known issues and make temporary workarounds available to the incident management team.
• Knowledge Management - Maintain a Known Error Database (KEDB), documenting problems, their resolutions, and any associated workarounds for future reference.
• Trend Analysis - Analyze historical incident data to identify trends and recurring problems that require deeper investigation.
• Stakeholder Communication - Keep stakeholders, including technical teams, management, and users, informed about problem status, progress, and any potential risks.
• Change Request Management - Initiate and manage change requests to implement permanent solutions that eliminate known problems from the IT infrastructure.
• Collaboration - Work closely with other IT teams, such as incident management and change enablement, and external vendors to ensure effective problem resolution.
• Process Improvement - Drive continuous improvement in the problem management process, ensuring adherence to ITIL best practices and updating process documentation as needed.
• Reporting - Provide regular reports on problem management activity, metrics, and service improvement progress to relevant stakeholders.
  
  

IT Skills & Qualifications

Ø Proven work experience with Problem, Change, Incident and Knowledge management role

Ø Experience in IT service management and ITIL processes.

Ø Strong problem-solving skills

Ø Ability to work with cross-functional teams and manage multiple tasks simultaneously.

Ø Knowledge of ITSM tools

Ø Good analytical and problem-solving skills to identify, investigate, and resolve issues effectively.

Ø Must possess strong communication and interpersonal skills to coordinate with various teams and stakeholders.

Ø Approachable and audible in conference calls.

Application & Tools

Ø Power BI (reading and creating reports to excel)

Ø ServiceNow Dashboard (adding filter, fields and custom search)

Ø Office 365 advance knowledge (PowerPoint, Word, Excel, Outlook)

Ø MS team (chats & team sites)

Ø SharePoint Sites (basic admin and edits, posting data and basic organization)

Ø OneNote (using for data documentation & logging/tracking)

Ø SharePoint list (using to track RAID items and tracking)

Ø AI (ChatGPT and Copilot know how to use advanced functions. Knowing other AI tools is a plus. Also able to identify when people use AI.)

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