Problem Management (System Engineer/System Administrator/Consultant/Lead)
Job Description
- ITIL v4 Foundation or Intermediate
- Problem Management-specific training or certifications
- 4+ years experience as a Problem manager
- Perform root cause analysis for recurring incidents
- Coordinate with technical teams for fixes
- Maintain the Known Error Database
- Conduct trend analysis to identify problems
- Facilitate problem review meetings
- Ensure timely closure of problem records
- Strong understanding of ITIL framework
- Experience with ITSM tools like ServiceNow
- Analytical mindset with RCA techniques
- Good communication and stakeholder skills
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Job Description
- 4+ years experience as Problem manager
- Perform root cause analysis (RCA) for recurring incidents and major problems.
- Coordinate with technical teams to identify and implement permanent fixes.
- Maintain the Known Error Database (KEDB) and Problem Records in ITSM tools (e.g., ServiceNow, BMC Remedy).
- Conduct trend analysis to proactively identify potential problems.
- Facilitate problem review meetings and document post-incident reports.
- Ensure timely closure of problem records and adherence to SLAs.
- Collaborate with Incident, Change, and Configuration Management teams.
Primary skills
- Strong understanding of ITIL framework, especially Problem and Incident Management.
- Experience with ITSM tools like ServiceNow, BMC Remedy, or Cherwell.
- Analytical mindset with experience in RCA techniques (5 Whys, Fishbone, etc.).
- Good communication and stakeholder management skills.
Secondary skills
- ITIL v4 Foundation or Intermediate
- Problem Management-specific training or certifications
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.
