Problem Manager / Major Incident Manager ITIL Foundation certified- Day 1 Onsite

Location: New Jersey or New York

Shift: 8/5 Rotational

Experience: 6+ years in Problem Management or Major Incident Management within IT Service Management

Key Responsibilities:
Provide Root Cause Analysis (RCA) document within 5 business days of incident resolution.
Prioritize and schedule calls with technical teams to identify the root cause of issues.
Update and maintain the Problem Field in Service-Now with data from RCA investigations.
Manage Problem Tasks derived from investigations until closure.
Ensure SLAs are met and root cause analysis is completed on time.
Review monthly metrics (RCA submissions, CAPA closure, Problem Record closure) and achieve targets.
Drive proactive Problem Management through incident trend analysis and action plan creation to reduce incidents.

Key Skills and Competencies:
6+ years of experience in Problem Management or Major Incident Management.
Strong knowledge of ITIL Problem Management and Major Incident Management processes.
Excellent communication, critical thinking, and root cause analysis skills.
Open to working in US shifts (ET hours).
ITIL Foundation certified.
Service-Now experience is a plus.

Basic Technical Skills:
Bachelor s degree in Computer Science, Electronics, or a related field.
Understanding of ITIL Problem Management and Major Incident Management.
Knowledge of platform services: Windows, Linux/Unix, Network, and Storage systems.
Awareness of security and customer data protection.
Strong decision-making and coaching skills.
Fluent in English, both verbal and written.
Analytical and problem-solving abilities, with the ability to multitask effectively.

KEY SKILLS AND COMPETENCIES
8-10 years exp in driving the service operations.
Min 8 year of experience in managing the IM and MIM processes
Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
Strong analytical, communication, presentation and reporting skills
Good leadership, people management and operational skills
Should have exposure to ITIL practices.
Good written & verbal communication skills
Experience in helpdesk environment
Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
Ability to work in shift and flexible schedule
Ability to motivate staff
Excellent team skills with ability to listen and contribute to discussions and meetings
Building & Maintaining Relationships
End to end ownership for customer satisfaction through levels of support
Planning and organization & working well with Virtual Team
Virtual Team Management Skills
Relationship Management for services and vendors interface