Problem and Change Manager

As an experienced Problem and Change Manager, your role will involve leading the identification, management, and resolution of application/IT problems, as well as overseeing the change management process to minimize risk and disruption. You will play a crucial part in ensuring that all changes are smoothly implemented and drive continuous improvement in problem resolution processes. Key Responsibilities: - Lead the investigation and root cause analysis of recurring IT incidents to identify underlying problems - Coordinate with technical teams to develop effective solutions and workarounds - Maintain a comprehensive problem record and ensure timely updates - Monitor trends and patterns to proactively prevent incidents - Collaborate with stakeholders to implement corrective and preventive actions - Report on problem management metrics and KPIs to senior management - Oversee the entire change lifecycle, from request submission to post-implementation review - Assess change requests for risk, impact, and resource requirements - Facilitate Change Advisory Board (CAB) meetings to review and approve changes - Ensure communication of changes to all relevant stakeholders - Monitor and evaluate the success of implemented changes - Maintain compliance with ITIL best practices and company policies - Manage Customer, Infrastructure and Process changes Qualifications: - Bachelors degree in IT, Business Administration, or related field - Proven experience (4-5 years) in problem and change management roles - Strong understanding of ITIL frameworks and service management practices - Excellent analytical and problem-solving skills - Effective communication and stakeholder management abilities - Experience with ITSM tools such as ServiceNow, Jira, or Remedy is a plus - Certification in ITIL is desired In addition to the above, the following are the Skills & Attributes required for this role: - Detail-oriented with strong organizational skills - Ability to manage multiple priorities in a fast-paced environment - Proactive mindset with a focus on continuous improvement - Strong leadership and facilitation skills - Collaborative approach to working with cross-functional teams,