Problem Manager

About GSPANN :Founded in 2004, GSPANN is a fast-growing IT services and consulting company based in Milpitas, California, USA.We provide end-to-end content, e-commerce, information analytics, quality assurance, and digital transformation solutions to our global clients across retail, finance, healthcare, manufacturing, and high-technology domains. We support businesses transform how they deliver business value to their customers by helping them optimize their IT capabilities, practices, and operations, co-creating a digital future for their industries. GSPANN is a Great Place to Work-certified company with a growing family of 1900+ people. We have a strong presence in the US, UK, Canada, China, Chile, and Mexico and have multiple offices across India, including Hyderabad, Gurugram, Delhi, Noida, Pune, and Bangalore

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 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 ITIL/ITSM frameworks to enhance efficiency.
• Ensure adherence to ITIL/ITSM processes and organizational policies

Required Skills -

• 8+ Years of experience, having thorough knowledge on ITIL/ITSM process
• Should have good exposure working with stake holders and driving Root cause analysis
• Define and manage RCA Templates
• Continuous analysis of incident data, trends and potential areas of improvement
• Follow ITIL process to prioritize, coordinate, escalate for 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 reoccurrence in future
• Conduct required RCA meetings with Stakeholders for P1, P2
• Retrospection with respective application teams having higher number of critical issues