IT Problem Management Administrator

As a Problem Management Administrator at the Gift City, Gandhinagar office, you will play a crucial role in managing the Problem Management process, identifying root causes of incidents, and implementing preventive measures to minimize their impact on business operations. Your responsibilities will include: - Leading the Problem Management process, from identification to resolution of root causes for incidents and recurring issues. - Collaborating closely with Incident Managers, Service Desk teams, and other IT stakeholders to prioritize and resolve problems impacting service delivery and operational efficiency. - Conducting root cause analysis (RCA) sessions, documenting findings, and developing corrective and preventive actions (CAPAs). - Managing problem records in the IT service management (ITSM) system, ensuring accurate documentation, categorization, prioritization, and timely resolution of problems. - Implementing and maintaining problem management strategies, policies, and procedures aligned with ITIL best practices to drive continuous improvement. Your qualifications should include: - A Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience). - Proven experience (4-5 years) in problem management or incident management roles within a corporate IT environment. - Technical proficiency in conducting root cause analysis (RCA) 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 effectively prioritize and manage multiple problems and projects simultaneously. - Excellent communication and interpersonal skills, with the ability 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. You will also be expected to stay current with industry trends, best practices, and technologies related to problem management and IT service management.,