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Application Support Engineer
Accenture Services Pvt Ltd
Manage problem management process, root cause analysis, and continuous improvement.
6d ago
Intermediate (4-7 years)
Full Time
Bengaluru, Karnataka, India
Office Full-Time
Role
What you would be doing
problem management
root cause
metrics reporting
known errors
review boards
service improvement
- Own and manage the Problem Management process, ensuring alignment with ITIL best practices.
- Work collaboratively with Incident Management, Change Management, and technical teams to investigate problems and develop permanent solutions.
- Monitor and report on problem metrics, such as problem resolution time, reoccurrence rate, and impact reduction.
- Ensure timely implementation of problem resolutions, workarounds, or preventive measures.
- Facilitate Problem Review Boards or regular technical meetings to discuss problem status and actions.
- Support continual service improvement by identifying and addressing systemic weaknesses in IT services. ________________________________________ Required Skills & Experience:
- Track and manage known errors and maintain the Known Error Database (KEDB).
- Perform root cause analysis (RCA) for recurring or high-impact incidents using techniques such as 5 Whys, Ishikawa (fishbone), or fault tree analysis.
- Identify and log problems based on incident trends, major incidents, and monitoring alerts.
- Prioritize problems based on impact, frequency, and risk to the business.
What you bring
problem management
servicenow
itil foundation
root cause
splunk
3 years
- Ability to drive root cause analysis and follow-through Additional Information: - The candidate should have minimum 3 years of experience in Problem Management. - This position is based at our Bengaluru office. - A 15 years full time education is required.
- Communication and facilitation skills
- Experience using ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management) to manage problem records and known errors.
- Strong analytical, organizational, and communication skills.
- Experience in Problem Management or related ITSM functions such as Incident or Change Management.
- Background in technical roles (e.g., systems administration, network engineering, software support)
- ITIL v3 or v4 Foundation certification (Intermediate in Operational Support and Analysis or CSI is a plus)
- Analytical and investigative mindset
- Proactive and preventive thinking
- Strong understanding of ITIL frameworks, particularly Service Operation and Continual Service Improvement.
- Skilled in root cause analysis methodologies and problem-solving techniques.
- Familiarity with data analysis, monitoring tools, or log analysis platforms (e.g., Splunk, ELK, SolarWinds) ________________________________________ Key Competencies:
- Attention to detail
- Ability to work cross-functionally with technical teams, business units, and management. ________________________________________ Preferred Qualifications:
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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