Problem Management

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. The Group reported 2024 global revenues of €22.1 billion.

We are looking for a detail-oriented Problem Management Specialist to join the Problem Management team. This role is essential in identifying, analyzing, and resolving recurring incidents and systemic issues that impact the stability and performance of services. You will work closely with L2/L3 support teams, service owners, and the Service Desk to ensure root causes are addressed and long-term solutions are implemented.

• Participate in the end-to-end Problem Management lifecycle, including problem detection, logging, categorization, investigation, and resolution.
• Analyze incident trends from monthly reports and customer complaints to identify potential problems.
• Conducting Root Cause Analyses (RCAs) and documenting Known Errors in the ESM tool.
• Collaborate with technical teams to validate workarounds and ensure permanent fixes are implemented.
• Maintain and update the Known Error Log and assist in preparing reports for governance and audit purposes.
• Coordinate with stakeholders to gather data, validate findings, and track progress on corrective actions.
• Ensure compliance with SOPs and escalation matrix.

• Bachelor’s degree in computer science, Information Systems, Engineering or a related field.
• At least 5 years of experience in IT Service Management with 2–3 years of experience preferably in a Problem Management role.
• Outstanding English communication, both verbal and non-verbal.
• Familiarity with ITIL framework.
• Experience working with ESM tools and generating RCA documentation.
• Strong analytical and communication skills.
• Ability to work collaboratively in a fast-paced, multi-stakeholder environment.
• Understanding of microservices architecture and API integrations.
• Exposure to tools like Dynatrace, ServiceNow, or similar monitoring and ticketing platforms.