Job Description

Need immediate joiner profiles for this ITIL Problem mgmt role. Upload limit - 1 profile.

Contact JC: 58817
Job Title: Problem Manager
Location: New Jersey / New York
Bill rate: 60-72 USD/H

Career Band: B2/B3
Shift: 8/5 Rotational
Experience: 6+ years in Problem Management or Major Incident Management within IT Service Management
Key Responsibilities:
•         Provide Root Cause Analysis (RCA) document within 5 business days of incident resolution.
•         Prioritize and schedule calls with technical teams to identify the root cause of issues.
•         Update and maintain the Problem Field in Service-Now with data from RCA investigations.
•         Manage Problem Tasks derived from investigations until closure.
•         Ensure SLAs are met and root cause analysis is completed on time.
•         Review monthly metrics (RCA submissions, CAPA closure, Problem Record closure) and achieve targets.
•         Drive proactive Problem Management through incident trend analysis and action plan creation to reduce incidents.
Key Skills and Competencies:
•         6+ years of experience in Problem Management or Major Incident Management.
•         Strong knowledge of ITIL – Problem Management and Major Incident Management processes.
•         Excellent communication, critical thinking, and root cause analysis skills.
•         Open to working in US shifts (ET hours).
•         ITIL Foundation certified.
•         Service-Now experience is a plus.
Basic Technical Skills:
•         Bachelor’s degree in Computer Science, Electronics, or a related field.
•         Understanding of ITIL – Problem Management and Major Incident Management.
•         Knowledge of platform services: Windows, Linux/Unix, Network, and Storage systems.
•         Awareness of security and customer data protection.
•         Strong decision-making and coaching skills.
•         Fluent in English, both verbal and written.
•         Analytical and problem-solving abilities, with the ability to multitask effectively.

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KEY SKILLS AND COMPETENCIES
•    8-10 years exp in driving the service operations. 
•    Min 8 year of experience in managing the IM and MIM processes
•    Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
•    Strong analytical, communication, presentation and reporting skills
•    Good leadership, people management and operational skills
•    Should have exposure to ITIL practices.
•    Good written & verbal communication skills
•    Experience in helpdesk environment
•    Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
•    Ability to work in shift and flexible schedule 
•    Ability to motivate staff 
•    Excellent team skills with ability to listen and contribute to discussions and meetings
•    Building & Maintaining Relationships 
•    End to end ownership for customer satisfaction through levels of support
•    Planning and organization & working well with Virtual Team 
•    Virtual Team Management Skills
•    Relationship Management for services and vendors interface

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