Problem Management Specialist

3 weeks ago

Taguig, Philippines HCLTech Full time

HCLTECH Taguig, National Capital Region, Philippines McKinley Hill, Taguig City, Philippines | Graveyard Shift or Shifting Schedule (US Hours) About This Role: Problem management identifies and manages problems using preventative methods and identifying underlying causes to help prevent future issues. With a structured workflow for diagnosing root causes and fixing problems, it helps eliminate recurring incidents and minimize the impact of unexpected disruptions. Primary Duties and Responsibilities: Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution. Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes. Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently. Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified. Coordinate, convene and facilitate problem review meetings. Ensure the problems progress through the Problem Management process in a timely and prioritized fashion. Ensure that the problem management information reflects accurate errors and is complete. Develop trend analysis and prepare service improvement plans to address identified gaps. Ensure recurring incident resolution is addressed with urgency. Manage and maintain information stored in the problem database. Required Qualifications/Skills: ITIL Certified or 3 years working experience as a Problem Manager Basic knowledge of cloud infrastructure and application infrastructure Work experience in Reporting Tools – ServiceNow, ServiceNow Performance Analytics Advanced Excel Skills, work experience in Word, PowerPoint, MS-Visio, and Copilot Strong analytical skills Knowledge about KPI & CSL related to IT Helpdesk. Proven track record of working collaboratively to improve the customer’s experience Strong communication, presentation, and relationship management skills Able to translate complex issues in an understandable, organized way Team oriented Positive team player attitude with excellent verbal and written communication skills Ability to work collaboratively with cross-functional teams High degree of organizational skills Education/Certification/License: Bachelor’s/Master’s degree in Information Technology Minimum 5 years working experience in Information Technology ITIL knowledge or certification What We Offer: Opportunity for career growth Highly competitive and flexible package salary HMO Benefits since Day 1 (including up to 3 dependents) Seniority Level Not Applicable Employment Type Full-time Job Function Management Industries IT Services and IT Consulting #J-18808-Ljbffr

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