Problem Management Lead | B.Tech/B.E. Professionals | Coimbatore

Role Summary:
We are seeking an experienced Problem Management professional with 3-4 years of experience to join our team in Coimbatore. The ideal candidate will have a B.Tech/B.E. degree and a proven track record in identifying, analyzing, and resolving root causes of recurring IT incidents within a BPO environment. You will play a crucial role in minimizing service disruptions and improving overall IT service stability.

Key Responsibilities:
- Lead the end-to-end problem management process, from identification to resolution and closure.
- Analyze incident trends and patterns to identify recurring issues and potential problems.
- Conduct thorough root cause analysis (RCA) for critical and major incidents.
- Develop and implement effective workarounds and permanent solutions to prevent future incidents.
- Collaborate with various IT teams, including incident management, change management, and development, to resolve complex problems.
- Document all problem records, including analysis, proposed solutions, and resolutions.
- Proactively identify opportunities for service improvement through problem management.
- Ensure adherence to ITIL best practices for problem management.
- Communicate effectively with stakeholders regarding problem status, risks, and resolutions.