Key Responsibilities:
Problem Identification and Analysis:
Monitor incident trends to identify potential problems.
Conduct detailed root cause analysis (RCA) for significant problems.
Collaborate with IT teams to gather data and insights for problem analysis.
Problem Resolution:
Develop and implement action plans to resolve identified problems.
Coordinate with relevant teams to ensure timely resolution of problems.
Track and document the progress of problem resolution efforts.
Process Management:
Maintain and improve the problem management process and documentation.
Ensure adherence to ITIL best practices within the problem management lifecycle.
Conduct regular reviews and updates of problem management policies and procedures.
Communication and Reporting:
Communicate effectively with stakeholders, including IT teams, management, and end-users.
Prepare and distribute regular problem management reports and updates.
Facilitate problem review meetings and post-mortem discussions.
Continuous Improvement:




Identify opportunities for process improvements and automation.
Implement solutions to enhance the efficiency and effectiveness of problem management.
Provide training and support to IT staff on problem management processes and tools.
Proven experience in IT Service Management, with a focus on problem management.
Robust understanding of ITIL framework and best practices.
Excellent analytical and problem-solving skills.
Solid communication and interpersonal skills.
Ability to work collaboratively in a team workplace.
Experience with ITSM tools (e.g., ServiceNow, BMC Remedy) is a plus.

Preferred Skills:
ITIL Foundation or higher certification.
Experience in a similar role within a large enterprise environment.
Knowledge of incident and change management processes.
Familiarity with data analysis and reporting tools.

📌 Service Management Kolkata West Bengal
🏢 Tata Consultancy Services
📍 West Bengal