4 Kedb Jobs

1. Effective Service Design against fully defined requirements covering both functional and non-functional elements 2. Overall planning, administration and management of Service Transition delivery 3. Manage and coordinate the Service Transition functions and act as the prime interface for management in terms of Service Transition planning and reporting 4. Making a final recommendation to the business and IT regarding the decisions to release and deploy into production 5. Developing and governing the IT route to production lifecycle 6. Ensuring all policies and procedures are followed throughout transition. 7. Manage all aspects of the end-to-end release and deployment of new or changed services into the production environment including service roll-out planning, method of deployment and service acceptance criteria 8. Manage the provision of early life support during the warranty phase for initial support in response to incidents and errors detected within a new or changed service Preferred candidate profile 1.Well versed with working knowledge & experience in ITIL practices [more specifically Service Design & Service Transition]. 2. Experience in understanding technology system/solution design (Should understand and be able to interpret HLD/LLD/BRD), application performance needs and technology infrastructure. 3. Excellent negotiation, analytical, presentation and interpersonal communication skills with the proven ability to liaise with a wide range of internal and external stakeholders. Ability to identify stakeholders within and outside the tribe to connect, relate, build and maintain strong relationships for great business outcomes. 4. Good documentation skills to draft process, technical documents. Should be able to create knowledge articles and documents. 5. Past working experience in other ITIL processes like Incident management, Problem Management, Service request management, Event management, ITAM, Configuration Management, CMDB, KEDB and KMDB. 6. A growth mindset and ability to identify opportunities for continuous improvement. 7. Strong willingness to work on challenging projects, keep team player hat on, and deliver against firm timelines. A continuous and pragmatic problem solver.ships. Ability to facilitate, communicate and negotiate with ease. Enjoy creating order from chaos. Great with people and know how to build and maintain relation

As a seasoned Problem Manager at UST based in Trivandrum, your primary responsibility will be to lead proactive and reactive problem management initiatives to minimize IT disruptions and enhance service stability. You will be required to identify root causes of issues, implement long-term resolutions, and drive continuous service improvement across enterprise IT operations. Collaboration with IT Operations, Service Management, Engineering, and Business Stakeholders will be crucial to align with ITIL best practices and ensure overall service reliability. Your key responsibilities will include conducting investigations into major and recurring incidents, performing trend analysis and post-incident evaluations, as well as detecting risks, recurring issues, and vulnerabilities in infrastructure and services. You will drive Root Cause Analysis (RCA) for critical issues, work closely with technical teams and vendors to implement corrective actions, and maintain the Known Error Database (KEDB). Additionally, you will partner with the Major Incident Management (MIM) team to manage P1/P2 incidents, communicate known errors and workarounds to the Service Desk and support teams, and manage Problem Records (PRs) and Known Errors (KEs) in ITSM tools. Facilitating Lessons Learned sessions following major incidents and recommending process improvements to reduce Mean Time to Resolution (MTTR) will be part of your role in driving Continuous Service Improvement (CSI). Your interaction with IT teams, business users, and external vendors will be essential for issue resolution. You will be responsible for delivering regular reports, KPIs, and dashboards on problem trends and resolution metrics, as well as acting as a liaison between technical and business stakeholders to drive service excellence. To be successful in this role, you should possess a Bachelor's or Master's degree in Computer Science, IT, or a related field, along with ITIL v4 Foundation certification (required) and preferably ITIL Intermediate or Expert certification. Additional certifications in Problem/Incident Management or relevant technical domains are advantageous. With at least 5 years of experience in ITSM focusing on Problem Management, you should have a solid understanding of ITIL-based operations and incident lifecycle, as well as hands-on experience with ITSM platforms like ServiceNow, BMC Remedy, or Jira. Your technical skills should include a strong understanding of enterprise IT systems such as networks, servers, databases, applications, and cloud platforms. You should also possess exceptional troubleshooting, analytical, and root cause analysis skills, along with clear communication, stakeholder engagement, and cross-functional coordination abilities. Being able to manage multiple priorities and deliver results in high-pressure situations is a key requirement for this role. If you are passionate about Problem Management, ITIL, ITSM, Root Cause Analysis (RCA), and driving continuous service improvement, this role at UST offers you the opportunity to work with a global digital transformation solutions provider dedicated to making a real impact through innovation, agility, and purpose. With UST's deep domain expertise and future-proof philosophy, you will play a significant role in embedding innovation and agility into clients" organizations, touching billions of lives in the process.,

The role of a Problem Management Administrator involves overseeing the Problem Management process within the IT department. This includes identifying root causes of incidents and recurring issues, implementing preventive measures, and collaborating with various teams to ensure efficient service delivery. The position requires strong analytical skills, technical expertise, and effective communication abilities. The Problem Manager is also expected to support the Service Level Management practice. Key Responsibilities: Lead the problem management process, including identifying, analyzing, investigating, and resolving root causes of incidents and recurring issues. Collaborate with incident managers, service desk teams, and other IT stakeholders to prioritize and resolve problems affecting service delivery and operational efficiency. Conduct root cause analysis (RCA) sessions to uncover underlying issues, 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 in alignment with ITIL best practices to drive continuous improvement and minimize the impact of incidents on business operations. Develop and analyze problem management metrics, KPIs, and reports to evaluate performance, identify trends, and monitor the effectiveness of problem management activities. Coordinate with Change Management, Release Management, and Configuration Management teams to ensure integration of problem management activities with other IT service management processes. Participate in major incident reviews, service reviews, and post-implementation reviews to identify lessons learned and enhance problem management processes. Provide guidance and support to junior problem management staff, promoting a culture of continuous improvement and knowledge sharing within the team. Stay informed about industry trends, best practices, and technologies related to problem management and IT service management. Requirements: Bachelor's degree in information technology, computer science, or a related field (or equivalent work experience). Minimum 2+ years of experience in problem management or incident management roles in a corporate IT environment, with a solid grasp of IT service management principles and methodologies. Technical proficiency in conducting root cause analysis (RCA) and resolving problems across IT infrastructure, applications, and services. Familiarity with IT service management tools such as ServiceNow, BMC Remedy, and knowledge of the ITIL framework. Strong analytical and problem-solving skills, capable of prioritizing and managing multiple problems and projects concurrently. Excellent communication and interpersonal skills, with the ability to collaborate effectively across all organizational levels. ITIL Foundation certification or higher-level ITIL certifications are advantageous. Experience in managing problem management processes in a complex organizational environment.,

Role Summary The Problem Manager is responsible for identifying, analyzing and managing problems within the IT environment to minimize the adverse impact of incidents and ensure the root causes are addressed. This role focuses on both reactive and proactive problem management, ensuring long-term stability and continuous improvement of IT services. Key Responsibilities Problem Management Manage the lifecycle of all problems from identification to root cause analysis and resolution. Lead problem investigations by coordinating with relevant technical teams and stakeholders. Develop and maintain known error records and the Known Error Database (KEDB). Ensure that recurring incidents are identified and that root causes are eliminated. Conduct trend analysis to detect patterns and proactively prevent incidents. Process Management - Define and maintain the Problem Management process, ensuring alignment with ITIL best practices. Drive continuous improvement of the problem management process, tools and practices. Ensure problem records are accurately maintained in the ITSM tool with proper categorization and documentation. Collaboration and Communication - Act as a liaison between service desk, technical teams and change management to ensure effective incident and problem coordination. Facilitate Problem Review and Root Cause Analysis (RCA) meetings. Communicate problem status, actions and resolution to stakeholders and impacted users. Provide input to the Change Advisory Board (CAB) when problems require changes. Reporting and Metrics Produce regular problem management reports including KPIs such as problem resolution time, root cause found rate, recurring incident reduction, etc. Provide input into service reviews with Vendors/Managed Service Partners/Internal teams. Track problem trends to inform service improvement initiatives. Required Skills and Qualifications Bachelors degree in IT, Computer Science, or related field (or equivalent experience). Proven experience (8–10 years) in IT Service Management with a focus on Problem Management. Strong knowledge of ITIL v3/v4 framework; ITIL Foundation certification required (Practitioner or Intermediate preferred). Experience with ITSM tools such as ServiceDesk, ServiceNow, BMC Remedy etc. Excellent analytical, problem-solving and root cause analysis skills. Strong communication and stakeholder management abilities. Ability to prioritize, work independently, and manage multiple problems concurrently. Preferred Qualifications Experience in large enterprise IT environments or managed service provider settings. Knowledge of related processes (Incident Management, Change Management, Configuration Management). Technical background or understanding of infrastructure, applications and service architecture. Key Performance Indicators (KPIs) Number of recurring incidents reduced. Time to detection & resolution for problems - MTTD & MTTR % of problems with root cause identified. Number of proactive problems raised. Stakeholder satisfaction scores related to Problem Management.