Company Overview
At VDigitalize, we specialize in digitizing businesses with creative websites, powerful mobile apps, and data-driven digital marketing strategies. We offer domain, hosting, and full-stack development services tailored to help businesses grow locally and globally. Join our mission to build the digital futureone project at a time.
Key Responsibilities
- Create Problem Tickets for every priority incident.
- Drive Root Cause Analysis (RCA) and generate detailed RCA reports.
- Follow up with the Problem Resolution Team to ensure timely closure.
- Proactively monitor alerts and events and mitigate issues effectively.
- Work towards incident reduction through proactive and preventive strategies.
- Implement and maintain effective Problem Management procedures.
- Develop and update Problem Management procedure manuals for various IT issues.
- Continuously improve the Problem Management process and reflect updates in the ITSM tool.
- Provide analysis and statistical reports for incidents and problems.
- Support the Incident Management team during high-priority and recurring incidents impacting users.
- Attend client meetings and provide consultation on optimal problem-handling approaches.
- Prepare and deliver Daily, Weekly, and Monthly reports.
Required Skills & Qualifications
- ITIL 4 Specialist: High Velocity IT (HVIT) certification.
- Strong knowledge of ITIL 4 Problem Management.
- Expertise in analytical thinking and RCA techniques.
- Excellent cross-functional communication and collaboration skills.
- Data-driven mindset with the ability to interpret and present reports.
- Experience in service improvement and continual improvement initiatives.
