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.
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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)
