Problem Management Lead

at  Capgemini Zcomme

The Role
Key Responsibilities: • Manage the end-to-end problem management process in accordance with ITIL best practices. • Identify recurring incidents and initiate problem records. • Perform root cause analysis (RCA) and manage problem resolution activities. • Coordinate with service teams to implement long-term fixes and preventive actions. • Monitor and report on key problem management metrics and service improvement initiatives. • Maintain problem documentation and communicate status updates to stakeholders. • Collaborate with incident, change, and service management teams to ensure seamless integration.
Requirements
Qualifications: • Extensive experience in ITIL Problem Management and Service Management processes. • Strong analytical skills with a focus on data-driven decision-making. • Excellent collaboration, communication, and stakeholder management abilities. • Experience in service improvement initiatives and driving root cause analysis. Responsibilities From Contract: • Create and assess Problem Tickets (Reactive & Proactive Problems) • Driving the RCA and generating RCA reports • Following up with the Problem Resolution team for closure • Monitor alerts/events proactively and mitigate them effectively • Work towards reduction of incidents through pro-active strategies • Implement effective Problem Management Procedures • Developing and updating the Problem management procedure manuals for various IT issues • Keep improving the Problem management process and procedure and reflect the same on the ITSM tool. • Provide analysis and statistics reports of the incidents and problems • Engage and support the Incident management team with high-priority incidents and incidents that keep occurring with user impact. • Attending the client meeting and providing consultation of the best ways of handling the problems. • Daily, Weekly, Monthly reporting
About the company
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 350,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of 22 billion

Please refer the Job description for details