IT Operations Management

Whisk Software Private Limited

8 - 14 years

3 - 6 Lacs

Gurgaon Haryana India

Posted:2 days ago| Platform: Foundit logo

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Skills Required

Rca

Work Mode

On-site

Job Type

Full Time

Job Description

Job Title:

Location:

Experience:

Skills:

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

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