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IT Problem Manager

5 - 9 years

0 Lacs

noida uttar pradesh

Posted:1 day ago| Platform: Shine logo

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Skills Required

problem management root cause analysis data analysis communication skills presentation skills itilitsm

Work Mode

On-site

Job Type

Full Time

Job Description

As an experienced and proactive Problem Manager, your primary responsibility will be to manage the problem management process within a large, high-tech enterprise. You will play a crucial role in identifying, analyzing, and resolving recurring issues by conducting Root Cause Analysis (RCA), implementing long-term fixes, and providing training to enhance operational excellence. Your duties will involve overseeing the end-to-end problem management process, ensuring all problems are properly logged, investigated, and resolved. You will establish and maintain policies and procedures for effective problem management, adhering to ITIL/ITSM best practices. Collaboration with incident and change management teams will be essential to ensure a seamless flow of information and resolution. Leading Root Cause Analysis (RCA) for major incidents and recurring issues will be a key aspect of your role. You will drive the implementation of permanent solutions to prevent future occurrences of known issues and ensure accurate documentation of RCA findings, action plans, and resolutions in the problem management system. Following up on RCA action items to ensure successful completion and closure will also be part of your responsibilities. In addition, you will develop and deliver training programs to promote awareness of the problem management process and RCA methodologies. Providing coaching to technical teams on identifying and addressing recurring issues effectively will be crucial. Building and maintaining a knowledge base of known problems, workarounds, and solutions will also be a part of your role. Your proactive problem identification and prevention duties will involve analyzing incident trends, system performance data, and other inputs to identify potential problems proactively. Working with operations and other stakeholders to implement preventative measures and improve system reliability will be essential. Developing metrics and reports to track the effectiveness of problem management efforts and identify areas for improvement will also fall under your responsibilities. Continuously evaluating and improving the problem management process to increase efficiency and effectiveness will be crucial. Ensuring alignment of the problem management process with business objectives and operational needs will be part of your ongoing tasks. Collaboration with cross-functional teams, including operations and global technical service desk, to address complex problems will also be essential. To qualify for this role, you should have proven experience (5+ years) in problem management in a large-scale high-tech enterprise environment. A strong understanding of ITIL/ITSM frameworks, expertise in the problem management process, and experience in conducting Root Cause Analysis (RCA) are required. Familiarity with ITSM tools (e.g., ServiceNow) and data analysis tools is essential. Excellent analytical, problem-solving, and decision-making skills, as well as exceptional communication and presentation skills, are also necessary for this role. Preferred qualifications include ITIL v4 Certification (Intermediate or higher), experience in automation and predictive analysis for proactive problem management, knowledge of monitoring tools (e.g., Splunk, SolarWinds, Zabbix), and incident management systems, as well as experience working in agile or DevOps environments. Key attributes that will contribute to your success in this role include being proactive and analytical, a collaborative manager, detail-oriented, and a continuous improver. In return, we offer a challenging and impactful role in a global high-tech enterprise, opportunities to drive meaningful improvements in service reliability and operational efficiency, a competitive compensation and benefits package, and access to professional development and certification opportunities. If you are passionate about solving complex problems, improving processes, and driving operational excellence, we welcome you to join our team and make a significant impact.,

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NXP Semiconductors

Semiconductor Manufacturing

Eindhoven Noord-Brabant

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