Problem Management (2-3 Yrs) | Mumbai

Role Summary:
We are seeking a diligent and analytical Problem Management Specialist with 2-3 years of experience, holding an M.Tech degree, to join our team in Mumbai. The ideal candidate will be responsible for the end-to-end management of IT-related problems within our facility management operations, aiming to minimize the impact of incidents and prevent their recurrence. This role requires a strong understanding of ITIL frameworks and a proactive approach to identifying root causes.

Key Responsibilities:
- Lead the identification, logging, and categorization of IT problems impacting facility management services.
- Conduct thorough root cause analysis (RCA) for recurring incidents, utilizing advanced analytical techniques.
- Develop and implement effective problem resolution strategies and workarounds.
- Collaborate with incident management teams to ensure swift resolution of critical issues.
- Maintain a comprehensive knowledge base of known errors and their solutions.
- Proactively identify potential problems through trend analysis of incident data and system monitoring.
- Liaise with third-party vendors and internal IT teams to resolve complex technical issues.
- Document all problem management activities, including RCA reports and action plans.
- Contribute to the continuous improvement of the problem management process.
- Ensure compliance with ITIL best practices.