Problem Management Specialist

Role Summary:
We are seeking a proactive and analytical Problem Management Specialist to join our IT Operations team. The ideal candidate will be responsible for identifying the root causes of recurring IT incidents, developing and implementing solutions to prevent future occurrences, and improving the overall stability and performance of our IT infrastructure. This role is crucial in minimizing service disruptions and enhancing user satisfaction within our fast-paced ed-tech environment.

Key Responsibilities:
- Lead the identification, analysis, and resolution of root causes for recurring IT incidents.
- Develop and maintain a comprehensive knowledge base of known errors and workarounds.
- Collaborate with incident management, change management, and other IT teams to ensure effective problem resolution.
- Proactively monitor IT systems and services to identify potential problems before they impact users.
- Document problem investigation findings, resolution steps, and preventative measures.
- Track and report on problem management metrics, including resolution times and trend analysis.
- Recommend and implement changes to IT infrastructure and processes to improve service reliability.
- Conduct post-incident reviews to identify lessons learned and areas for improvement.
- Engage with vendors and third-party support teams as needed for problem resolution.
- Ensure compliance with ITIL best practices for problem management.