3.0 - 7.0 years

0 Lacs

maharashtra

On-site

As a Problem Manager, you will be responsible for managing the lifecycle of all problems within the IT environment to ensure timely identification, root cause analysis, and resolution to prevent recurrence of incidents. Your role is crucial in maintaining service stability and driving continuous improvement across BDTS operations. Key Responsibilities: - Own and manage the end-to-end problem management process, ensuring compliance with service level agreements and regulatory standards. - Lead root cause analysis (RCA) efforts using tools like HP ESM to leverage historical data for faster diagnosis and resolution. - Collaborate with Incident Managers, Change Managers, and Application/Infra Support teams to ensure seamless problem resolution and stakeholder alignment. - Maintain and enhance the problem management knowledge base for proactive incident prevention and training. - Ensure all problem records and resolutions adhere to internal policies and regulatory guidelines. - Coordinate with external vendors and internal teams for resource allocation, PO issuance, and contract renewals related to problem management support. - Generate regular reports on problem trends, resolution effectiveness, and improvement opportunities for senior leadership review. Required Skills & Qualifications: - Proven experience in IT service management, particularly in problem and incident management. - Strong analytical skills with hands-on experience in RCA tools and methodologies. - Excellent communication and stakeholder management abilities. - Familiarity with HP ESM, Dynatrace, Service Now, and ITSM platforms. - Understanding of regulatory and compliance frameworks relevant to banking operations. In addition to the above details, the job requires familiarity with ITIL Foundation or Intermediate (Problem Management module) and ISO/IEC 20000 or equivalent service management standards, although these certifications are preferred rather than mandatory.,

Posted 15 hours ago

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