Incident Problem Manager

Job Description

Role Overview:Ensono is seeking a Reactive Problem Manager to play a vital role in ensuring timely resolution of critical incidents and problems impacting the organizations IT infrastructure and services. Your proactive approach, analytical skills, and effective collaboration with technical teams are essential in maintaining a stable and efficient technology environment.Key Responsibilities:- Perform Trend Analysis and drive proactive Problem Management processes to identify and resolve issues promptly.- Identify recurring Major incidents and underlying problems causing service disruptions.- Conduct root cause analyses to address fundamental issues contributing to incidents and implement preventive actions.- Analyze Major incident data to enhance service quality and stability.- Serve as a central contact point for Problem management queries, ensuring clear communication between teams and stakeholders.- Collaborate with teams to develop strategies for incident prevention and mitigation.- Lead Root Cause Analysis calls and finalize RCA reports.- Coordinate solutions, workarounds, and fixes for identified problems.- Maintain accurate documentation of incident details, investigations, and resolutions.- Contribute to knowledge base articles and documentation for incident response and problem-solving.- Work on Preventive Action reports and ensure completion within defined SLAs.- Provide trend analysis and focus areas in Technology, Process, and People.- Respond promptly to critical Major incidents, assess severity, and initiate appropriate resolution processes.- Collaborate with cross-functional teams to diagnose and resolve incidents efficiently.- Lead incident bridges and facilitate communication during high-pressure situations.- Participate in post-incident reviews to assess problem-solving effectiveness and suggest process enhancements.- Propose and implement improvements to incident and problem management workflows.- Stay updated on best practices and emerging technologies in incident and problem management.Qualifications Required:- Bachelors degree in Computer Science, Information Technology, or related field (or equivalent experience).- Over 5 years of experience in core problem management in a fast-paced IT environment.- Strong analytical and problem-solving skills.- Excellent communication and interpersonal skills.- Familiarity with incident management tools and methodologies (e.g., ITIL, ITSM).- Ability to work under pressure, prioritize tasks, and manage multiple incidents concurrently.- Experience with root cause analysis and continuous improvement initiatives.- Proficiency in collaborating across teams and building strong relationships.Preferred:- Certifications in incident management (e.g., ITIL Foundation) or related areas.- Experience with Power BI, Data Analytics, and Advanced Excel.- Familiarity with Artificial Intelligence.- Knowledge of IT infrastructure, Datacenter, Network, and Mainframe architecture. Role Overview:Ensono is seeking a Reactive Problem Manager to play a vital role in ensuring timely resolution of critical incidents and problems impacting the organizations IT infrastructure and services. Your proactive approach, analytical skills, and effective collaboration with technical teams are essential in maintaining a stable and efficient technology environment.Key Responsibilities:- Perform Trend Analysis and drive proactive Problem Management processes to identify and resolve issues promptly.- Identify recurring Major incidents and underlying problems causing service disruptions.- Conduct root cause analyses to address fundamental issues contributing to incidents and implement preventive actions.- Analyze Major incident data to enhance service quality and stability.- Serve as a central contact point for Problem management queries, ensuring clear communication between teams and stakeholders.- Collaborate with teams to develop strategies for incident prevention and mitigation.- Lead Root Cause Analysis calls and finalize RCA reports.- Coordinate solutions, workarounds, and fixes for identified problems.- Maintain accurate documentation of incident details, investigations, and resolutions.- Contribute to knowledge base articles and documentation for incident response and problem-solving.- Work on Preventive Action reports and ensure completion within defined SLAs.- Provide trend analysis and focus areas in Technology, Process, and People.- Respond promptly to critical Major incidents, assess severity, and initiate appropriate resolution processes.- Collaborate with cross-functional teams to diagnose and resolve incidents efficiently.- Lead incident bridges and facilitate communication during high-pressure situations.- Participate in post-incident reviews to assess problem-solving effectiveness and suggest process enhancements.- Propose and implement improvements to incident and problem management workflows.- Stay updated on be

Keyskills :
Problem ManagementTrend AnalysisRoot Cause AnalysisIncident ManagementCommunication SkillsAnalytical SkillsITILITSMPower BIData AnalyticsAdvance ExcelArtificial IntelligenceIT InfrastructureMainframe ArchitectureDatacenter