Cis Problem Management Cis Problem Management
- Zensar
- 5 - 10 years
- Kolkata
- 15 days ago
- Email to a friend
- Report this job
Job Description
JOB DESCRIPTION
We are seeking a skilled and experienced IT Problem Manager to join our IT operations team. The IT Problem Manager will be responsible for managing the lifecycle of problems within our organizations IT infrastructure, identifying root causes of recurring incidents, and implementing permanent fixes to prevent future occurrences.
The ideal candidate will possess strong analytical skills, technical expertise, and leadership abilities to drive problem resolution efforts and promote a culture of continuous improvement.
1. Lead the identification, investigation, and resolution of recurring incidents and underlying problems within the organizations IT infrastructure.
2. Conduct root cause analysis (RCA) to determine the underlying causes of incidents and develop effective remediation plans to address them.
3. Collaborate closely with incident management teams, technical teams, and subject matter experts to diagnose complex technical issues and implement permanent fixes.
4. Establish and maintain a problem management process, including problem identification, prioritization, investigation, and resolution.
5. Implement problem management tools and systems to track, monitor, and report on problem resolution efforts and progress.
6. Coordinate with change management teams to ensure that proposed solutions and fixes are implemented in a controlled and coordinated manner.
7. Document problem resolution procedures, best practices, and lessons learned to support knowledge sharing and continuous improvement initiatives.
8. Provide regular updates and reports to stakeholders on problem management activities, trends, and metrics.
9. Participate in post-incident reviews and analysis to identify systemic issues, trends, and opportunities for improvement.
10. Mentor and train team members and stakeholders on problem management principles, methodologies, and best practices.
Bachelors degree in Information Technology, Computer Science, or related field.
Proven experience (3/5 years) in a similar role, preferably in a large-scale enterprise environment.
Strong technical knowledge of IT infrastructure, including networks, servers, databases, and applications.
Experience with problem management frameworks, methodologies, and tools.
Excellent analytical and problem-solving skills, with the ability to analyze complex technical issues and identify root causes.
Strong communication and interpersonal skills, with the ability to effectively communicate with technical and non-technical stakeholders at all levels of the organization.
Ability to work collaboratively in a team environment and influence stakeholders to drive problem resolution efforts.
Certification in IT service management (ITIL Foundation, ITIL Practitioner) is highly desirable.
The role deals with various IT teams, Business users and service providers; Internal IT support teams, ITSM Processes and multiple suppliers, which includes various levels of service metrics, SLAs, OLAs, and KPIs. The challenge will be aligning various IT teams and suppliers in a timely manner to be able to effectively drive root cause analysis, safeguards/workarounds, maintain known error logs and deliver permanent fixes.
We will be required to effectively measures and track our workload and performance across all our areas of responsibilities in a consistent manner that drives stability, quality, efficiency, and effectiveness, in line with best practice to help ensure EBRD maintain the levels of service to our business and customers.
Driving any underperformance or areas for improvement through Continual Service Improvement.
JOB DESCRIPTION
We are seeking a skilled and experienced IT Problem Manager to join our IT operations team. The IT Problem Manager will be responsible for managing the lifecycle of problems within our organizations IT infrastructure, identifying root causes of recurring incidents, and implementing permanent fixes to prevent future occurrences.
The ideal candidate will possess strong analytical skills, technical expertise, and leadership abilities to drive problem resolution efforts and promote a culture of continuous improvement.
1. Lead the identification, investigation, and resolution of recurring incidents and underlying problems within the organizations IT infrastructure.
2. Conduct root cause analysis (RCA) to determine the underlying causes of incidents and develop effective remediation plans to address them.
3. Collaborate closely with incident management teams, technical teams, and subject matter experts to diagnose complex technical issues and implement permanent fixes.
4. Establish and maintain a problem management process, including problem identification, prioritization, investigation, and resolution.
5. Implement problem management tools and systems to track, monitor, and report on problem resolution efforts and progress.
6. Coordinate with change management teams to ensure that proposed solutions and fixes are implemented in a controlled and coordinated manner.
7. Document problem resolution procedures, best practices, and lessons learned to support knowledge sharing and continuous improvement initiatives.
8. Provide regular updates and reports to stakeholders on problem management activities, trends, and metrics.
9. Participate in post-incident reviews and analysis to identify systemic issues, trends, and opportunities for improvement.
10. Mentor and train team members and stakeholders on problem management principles, methodologies, and best practices.
Bachelors degree in Information Technology, Computer Science, or related field.
Proven experience (3/5 years) in a similar role, preferably in a large-scale enterprise environment.
Strong technical knowledge of IT infrastructure, including networks, servers, databases, and applications.
Experience with problem management frameworks, methodologies, and tools.
Excellent analytical and problem-solving skills, with the ability to analyze complex technical issues and identify root causes.
Strong communication and interpersonal skills, with the ability to effectively communicate with technical and non-technical stakeholders at all levels of the organization.
Ability to work collaboratively in a team environment and influence stakeholders to drive problem resolution efforts.
Certification in IT service management (ITIL Foundation, ITIL Practitioner) is highly desirable.
The role deals with various IT teams, Business users and service providers; Internal IT support teams, ITSM Processes and multiple suppliers, which includes various levels of service metrics, SLAs, OLAs, and KPIs. The challenge will be aligning various IT teams and suppliers in a timely manner to be able to effectively drive root cause analysis, safeguards/workarounds, maintain known error logs and deliver permanent fixes.
We will be required to effectively measures and track our workload and performance across all our areas of responsibilities in a consistent manner that drives stability, quality, efficiency, and effectiveness, in line with best practice to help ensure EBRD maintain the levels of service to our business and customers.
Driving any underperformance or areas for improvement through Continual Service Improvement.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security
Role Category: IT Support
Role: Problem Management
Employement Type: Full time
Contact Details:
Company: ZensarLocation(s): Kolkata
+ View Contact
Keyskills: Computer science Root cause analysis Change management Analytical IT infrastructure Problem management IT operations Continuous improvement Information technology Service operations
Fraud Alert to job seekers!
₹ Not Disclosed
Similar positions
Zensar
Zensar Technologies Limited Zensar Technologies is among the top 25 software and BPO services providers in India. It is an RPG Group company. Headquartered in India, Zensar Technologies has marketing presence in US, Europe and Asia Pacific regions. The company has operations and a customer bas...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in