Job Description:

Problem Identification and Analysis: Monitor IT systems to identify recurring issues and potential problems.

Analyze incident records to identify trends and root causes of issues.

Perform detailed investigations into complex problems to determine root causes.

Problem Resolution:

• Collaborate with IT teams and stakeholders to develop and implement effective solutions.
• Document and track the progress of problem resolution efforts.
• Ensure that resolved problems are adequately documented and communicated to relevant parties.
• Propose and implement process improvements to prevent the recurrence of problems.
• Conduct post-implementation reviews to assess the effectiveness of solutions.
• Maintain and update problem management databases and knowledge bases.
• Reporting and Documentation:
• Prepare detailed reports on problem trends, root causes, and resolution efforts.
• Maintain accurate and comprehensive documentation of problem management activities.
• Stakeholder Communication:
• Act as a liaison between technical teams and business stakeholders.
• Communicate problem status, resolution plans, and impacts to relevant parties.
• Compliance and Best Practices:
• Ensure adherence to ITIL (Information Technology Infrastructure Library) best practices.
• Stay updated on industry trends and advancements in problem management.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Minimum of 3 years of experience in IT problem management, incident management, or a related role.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Familiarity with ITIL framework and best practices.
• Proficiency in problem management tools and software (Service Now or Similar ITSM tool preferred)
• Ability to work effectively in a fast-paced and dynamic environment.
• Strong attention to detail and organizational skills.
• Certifications (if wanted):ITIL V3/4 Foundation or higher.

Process Engineer-I