Problem Manager (Arabic Speaker)

About the Job
Capgemini is seeking a Problem Manager to manage the end-to-end problem management process in accordance with ITIL best practices in Abu Dhabi, United Arab Emirates. The role requires strong analytical skills and a focus on data-driven decision-making. The Problem Manager will identify recurring incidents, perform root cause analysis (RCA), and handle problem resolution activities in collaboration with service teams to implement long-term fixes and preventive actions.

Key Responsibilities

• Manage the end-to-end problem management process.
• Identify recurring incidents and initiate problem records.
• Perform root cause analysis (RCA) and manage problem resolution activities.
• Coordinate with service teams to implement long-term fixes and preventive actions.
• Monitor and report on key problem management metrics and service improvement initiatives.
• Maintain problem documentation and communicate status updates to stakeholders.
• Collaborate with incident, change, and service management teams for seamless integration.
• Create and assess Problem Tickets (Reactive & Proactive Problems).
• Drive the RCA process and generate RCA reports.
• Follow up with the Problem Resolution team to ensure closure.
• Monitor alerts/events proactively and mitigate them effectively.
• Implement effective Problem Management Procedures and develop/update procedure manuals for various IT issues.
• Provide analysis and statistics reports of incidents and problems.
• Engage and support the Incident management team with high-priority incidents and recurring issues.
• Attend client meetings to provide consultation on handling problems.
• Prepare daily, weekly, and monthly reporting.

Qualifications

• Extensive experience in ITIL Problem Management and Service Management processes.
• Strong analytical skills with a focus on data-driven decision-making.
• Excellent collaboration, communication, and stakeholder management abilities.
• Experience in service improvement initiatives and driving root cause analysis.

Location
Abu Dhabi, United Arab Emirates

Job Type
Full-Time

Experience Level
Senior (5+ years)