Should have working knowledge of Tools - Service Now, Manage Engine, ELK based dashboards etc
Role & Responsibilities
Problem Identification: Proactively identify and prioritize problems within the IT environment through analysis of incident data, trends, and root cause analysis (RCA) to determine underlying issues.
Problem Investigation: Lead investigations into the root causes of problems, coordinating with relevant technical teams and stakeholders to gather data, analyze patterns, and identify contributing factors.
Root Cause Analysis (RCA): Conduct thorough RCA to determine the underlying causes of problems, using techniques such as the fishbone diagram, 5 Whys, and fault tree analysis to identify systemic issues and dependencies.
Problem Prioritization: Assess the impact and severity of problems to prioritize resolution efforts, considering factors such as business impact, frequency of occurrence, and potential risk to IT services and operations.
Problem Resolution Planning: Develop and implement action plans to address identified problems, collaborating with technical teams to define corrective and preventive actions (CAPAs) and mitigate risks associated with recurring incidents.
Change Management Integration: Coordinate with change management to ensure that proposed changes resulting from problem resolution efforts are properly assessed, authorized, and implemented to prevent unintended consequences.
Knowledge Management: Capture and document knowledge gained from problem investigations and resolution activities, maintaining a knowledge base of known errors, workarounds, and solutions to facilitate faster problem resolution in the future.
Incident Prevention: Collaborate with incident management, service desk, and other IT teams to identify opportunities for proactive incident prevention, such as implementing monitoring tools, enhancing system resilience, and optimizing configurations.
Continuous Improvement: Regularly review problem management processes, procedures, and performance metrics to identify areas for improvement, implement corrective actions, and drive continuous enhancement of problem resolution capabilities.
Performance Measurement: Define and track key performance indicators (KPIs) for problem management, such as mean time to identify (MTTI) and mean time between failures (MTBF), to assess the effectiveness of problem resolution efforts and measure improvements over time.
(ref:hirist.tech)
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Software Development, Technology, Information and Internet, and Technology, Information and Media
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