IT Problem Manager

Role Objective:

• Manage end-to-end IT Problem Management lifecycle to eliminate recurring IT incidents.

Key Responsibilities:

• Lead IT Problem Management to manage the lifecycle of all IT problems .
• Conduct and validate RCA with evidence-based outcomes , identifying and work with respective team to resolving underlying errors.
• Manage and prioritize the problem backlog , Drive Corrective & preventive actions (CAPA) implementation and effectiveness verification.
• Maintain Known Error Database (KEDB) and workarounds / knowledge articles.
• Identify trends and recurring incidents and propose permanent fixes and improvements.

Qualifications:

• ITIL certified
• ISO 20K and COBIT certifications preferred.
• Strong data analytics skills.