Job
Description
About GSPANN : Founded in 2004, GSPANN is a fast-growing IT services and consulting company based in Milpitas, California, USA.We provide end-to-end content, e-commerce, information analytics, quality assurance, and digital transformation solutions to our global clients across retail, finance, healthcare, manufacturing, and high-technology domains. We support businesses transform how they deliver business value to their customers by helping them optimize their IT capabilities, practices, and operations, co-creating a digital future for their industries. GSPANN is a Great Place to Work-certified company with a growing family of 1900+ people. We have a strong presence in the US, UK, Canada, China, Chile, and Mexico and have multiple offices across India, including Hyderabad, Gurugram, Delhi, Noida, Pune, and Bangalore Job Title: Problem Manager Location: Hyderabad, Pune, Gurgaon Experience: 8 - 14 Years Skills: ITSM, ITIL, RCA, Problem Management Role and Responsibilities - Detect and log recurring incidents and problems within IT services. Ensure accurate documentation of incidents and problems for future reference. Conduct thorough investigations to identify the root causes of problems. Utilize various RCA techniques to determine the underlying issues. Develop and implement solutions to resolve identified problems. Work on preventive measures to avoid recurrence of similar issues. Collaborate with IT teams, engineers, and other stakeholders to address problems. Communicate effectively with customers and management about problem status and resolutions Monitor the progress of problem resolution activities to ensure timely completion. Generate reports on problem management activities, including trends and metrics. Continuously improve problem management processes based on feedback and performance metrics Implement best practices from ITIL/ITSM frameworks to enhance efficiency. Ensure adherence to ITIL/ITSM processes and organizational policies Required Skills - 8+ Years of experience, having thorough knowledge on ITIL/ITSM process Should have good exposure working with stake holders and driving Root cause analysis Define and manage RCA Templates Continuous analysis of incident data, trends and potential areas of improvement Follow ITIL process to prioritize, coordinate, escalate for high priority incidents and conclude RCAs for the same Identify and create immediate action items based on triage and RCA for high priority incidents to minimize reoccurrence in future Conduct required RCA meetings with Stakeholders for P1, P2 Retrospection with respective application teams having higher number of critical issues
