Problem Manager

Responsibilities

• Lead the prevention and minimization of IT incidents through Root Cause Analysis (RCA) and permanent fix solutioning.
• Manage and maintain the Known Error Database (KEDB) to provide workarounds for IT teams and end users.
• Coordinate and chair regularly scheduled Problem Management Board meetings.
• Drive investigations to identify root causes and implement service improvement initiatives across people, processes, and technology.
• Ensure defined processes are communicated, maintained, and adhered to by both internal and external support teams.
• Analyze recurring incidents to identify proactive problems and monitor the success rate of closed problem records.
• Act as an escalation point for Problem Management process issues and facilitate post-major problem review meetings.

Requirements

• Proven experience handling Problem Management at an enterprise level.
• Mandatory exposure to SIAM (Service Integration and Management) or MSI (Multi-Supplier Integration) models.
• Strong exposure to Configuration, Incident, and Change management processes.
• Excellent analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to work under pressure, multitask, and coach/mentor peers in a multi-vendor environment.

About the Company

Alstom is a global leader in the transport sector, providing a broad portfolio of solutions including high-speed trains, metros, monorails, trams, and digital mobility systems. With 80,000 colleagues worldwide, we are committed to leading the way toward greener and smarter mobility by connecting cities and reducing carbon footprints.