Role Summary:
We are seeking a proactive and analytical Problem Management Specialist to join our dynamic IT Operations team at Nykaa. The ideal candidate will be responsible for identifying the root causes of recurring incidents, minimizing the impact of incidents that cannot be prevented, and preventing the recurrence of incidents. You will play a crucial role in improving the overall stability and reliability of our IT services, ensuring a seamless experience for our customers and internal stakeholders.

Key Responsibilities:

• Lead the identification, analysis, and documentation of root causes for recurring IT incidents.
• Develop and implement effective strategies to prevent the recurrence of known incidents.
• Collaborate with various IT teams (Incident Management, Change Management, Service Desk, Development) to resolve complex problems.
• Facilitate problem review meetings, ensuring clear communication and action item tracking.
• Maintain a comprehensive knowledge base of known errors and workarounds.
• Analyze trends in incident data to identify potential problem areas.
• Contribute to the continuous improvement of problem management processes and procedures.
• Ensure adherence to ITIL best practices for problem management.