IT Problem Management Administrator

As a Problem Management Administrator at our Gift City, Gandhinagar location, you will play a crucial role in managing the Problem Management process within our IT department. Your responsibilities will include identifying root causes of incidents and recurring issues, implementing preventive measures, and collaborating effectively with cross-functional teams to minimize their impact on business operations and ensure service level management practices are met. Key Responsibilities: - Lead the Problem Management process by identifying, analyzing, investigating, and resolving root causes for incidents and recurring issues. - Collaborate closely with Incident Managers, Service Desk teams, and other IT stakeholders to prioritize and resolve problems impacting service delivery and operational efficiency. - Conduct root cause analysis (RCA) sessions, document findings, and develop corrective and preventive actions (CAPAs). - Manage problem records in the IT service management (ITSM) system, ensuring accurate documentation, categorization, prioritization, and timely resolution. - Implement and maintain problem management strategies, policies, and procedures aligned with ITIL best practices. - Develop and analyze problem management metrics, KPIs, and reports to measure performance and track the effectiveness of problem management activities. - Coordinate with other IT service management processes to ensure alignment and integration of problem management activities. - Provide guidance and support to junior problem management staff, fostering a culture of continuous improvement and knowledge sharing. Requirements: - Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience. - 4-5 years of proven experience in problem management or incident management roles within a corporate IT environment. - Technical proficiency in conducting root cause analysis and problem resolution across IT infrastructure, applications, and services. - Experience with IT service management tools (e.g., ServiceNow, BMC Remedy) and familiarity with the ITIL framework. - Strong analytical and problem-solving skills with the ability to prioritize and manage multiple problems and projects simultaneously. - Excellent communication and interpersonal skills to collaborate effectively at all organizational levels. - ITIL Foundation certification or higher-level ITIL certifications preferred. - Experience in managing problem management processes in a complex organizational environment. If you have hands-on experience in problem management and meet the above requirements, we encourage you to apply for this role and become a valuable member of our team dedicated to maintaining the efficiency and effectiveness of our IT services.,