IT Problem Management Expert

HCLTech France: +500 HCLTechies. Offices: Paris, Lyon and Toulouse.

We are seeking an experienced ITIL Problem Management Expert to join our team at a prestigious client site in the banking sector, based in Paris.

This is a permanent, hybrid role offering the opportunity to work on-site three days per week.

Responsibilities

• Drafting of post-mortem documents and analysis reports on production quality monitoring indicators
• Reporting on the monitoring of service management processes, in particular problem management
• Minutes of production quality monitoring sessions and business continuity exercises
• Problem trend analysis and recommendations for continuous improvement
• Documentation of known errors and associated workarounds
• Root cause analysis reports for recurring problems and major incidents

Job Requirements

• 8+ years of experience in a similar role across diverse IT environments.
• ITIL certification or equivalent is a plus.

Mandatory Skills

• Strong knowledge of ITIL processes , with practical experience in applying ITSM best practices.
• Proven ability to identify, analyze, and report on problem trends across IT services.
• Experience in managing Known Error Databases (KEDB) and maintaining accurate documentation.
• Skilled in root cause analysis (RCA) methodologies and tools to investigate recurring incidents.
• Excellent technical communication skills, able to translate the technical impact of changes for both IT teams and business stakeholders.
• Solid infrastructure awareness, with an understanding of system architecture, dependencies, and risk areas.
• Highly disciplined and methodical, with strong problem-solving and analytical capabilities.
• Fluency in both French and English is mandatory to communicate effectively with colleagues and partners, both verbally and in writing.

Benefits

• Global career opportunities and mobility.
• Flexible work environment supporting work-life balance.
• Exciting projects and upskilling opportunities to shape your role.
• Total wellbeing focus: Beyond professional growth, you’ll be able to collaborate with like-minded colleagues to drive meaningful impact through initiatives like our CSR Council, Diversity Council, Women Connect, and many more.