Problem Consultant

The Problem Consultant primary responsibility is management of the Problem Management process in scope of the Service Support ITIL processes. The goal of Problem Consultant is to prevent, remove or minimize the adverse impact of Incidents and Problems on the business that is caused by errors within the IT Infrastructure. Seek and eliminate recurrence of incidents, proactively identify hidden risk and improvement opportunities. In order to achieve this goal, Problem Consultant seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. Undertakes pro-active investigations and preventive activities mitigation even potential IT business related risk. Carries out root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the process. To build and maintain effective working relationships across tiers ensuring that business and technical knowledge are applied effectively, in order to achieve the best possible levels of service quality and availability.

• Ensuring that Problem Management process, policies and principles are followed across all bundle suppliers


• Produces high quality reports, coordinates associated management actions 


• Arranges operational and management oriented meetings


• Performs proactive and re-active investigations protecting client\'s business and initiates actions to improve or correct the situation 


• Review and approval of Root Cause Analysis documents


• Managing Services Portfolio


• Integrating Suppliers in cross supplier investigations


• Participates in continuous service improvement 


• Identifies and escalates operational issues

• General knowledge of desktop products


• MS Office skills in Word, Excel, PowerPoint


• Experience of reporting tools


• Knowledge of the use of ITSM/Remedy 7.6 (BMC) would be an asset

• Excellent English written and oral skills 


• Experienced in basic Microsoft Office Products (Word, Excel and PowerPoint)


• Strong analytical and organizational skills


• Ability to maintain high level of accuracy 


• Confident with can do attitude 


• Managerial skills


• Proactive approach

• You will work in multinational, stable company for c.a. 100 Blue Chip Clients- known, global brands, supported by 6000 professionals in 30 languages


• You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen


• You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ITIL, Vmware, Citrix, Oracle Database). You will have the opportunity to take part in coaching programs and develop your knowledge in experts communities.


• You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives.


• You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program)


• As a disabled person you will get professional support. We are open to provide assistive technologies for people with diverse disabilities. We care about inclusion and equal rights approach. We conduct disability awareness trainings. Join our Win with Capgemini Program for people with disabilities.