Incident And Problem Manager || Thane
- Team Computers
- 5 - 10 years
- Mumbai
- 20 days ago
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Job Description
Role & responsibilities
Problem Mgmt.:
1. Identify and document recurring incidents and problems that disrupt IT services.
2. Conduct thorough investigations to determine the root causes of incidents.
3. Work with relevant teams to develop and implement solutions to prevent problem
recurrence.
4. Maintain detailed records of problems, actions taken, and resolution progress.
5. Generate problem reports, highlighting trends and recommending improvements.
6. Collaborate with other domains, including incident management and change management,
to facilitate problem resolution.
7. Identify areas for process improvement and contribute to the overall improvement of IT
services.
8. Maintain Risk, KEDB and Knowledge Base.
9. Should be good in RCA driving and writing
10. Should be aware of Trend analysis or Pareto analysis.
Incident Management:
1. Receive and categorize incident reports, ensuring accurate and timely identification of
issues.
2. Assess the impact and urgency of incidents and prioritize them accordingly.
3. Lead efforts to resolve incidents, and escalate when necessary to meet service-level
agreements.
4. Maintain effective communication with stakeholders, providing updates on incident status
and resolution progress.
5. Document incident details, actions taken, and post-incident reviews to improve future
responses.
6. Generate incident reports and provide recommendations for improvements in IT services.
7. Maintain Incident tracker, prepare MIM report.
Preferred candidate profile
Job Classification
Industry: Hardware & NetworkingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: Problem ManagementEmployement Type: Full timeContact Details:
Company: Team ComputersLocation(s): Mumbai
Keyskills: ITIL Certified Problem Management Incident Management RCA KPI
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Team Computers Pvt. Ltd. Team Computers Pvt. Ltd. Incorporated in 1987, Team has completed 31 successful years of building trust and has emerged as a leading IT solutions provider, supporting more than 1800 customers across the country. At Team, we look at ourselves as a bridge between the wo...
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