IT Problem Management Expert

HCLTech is a global tech company offering digital, engineering, and cloud solutions across multiple industries.

HCLTech France operates with over 500 employees and has offices in Paris, Lyon, and Toulouse.

We are seeking an experienced ITIL Problem Management Expert for a permanent hybrid role at a prestigious banking client site in Paris, with on-site work three days per week.

Responsibilities

• Drafting post‑mortem documents and analysis reports on production quality monitoring indicators
• Reporting on the monitoring of service management processes, particularly 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 applying ITSM best practices
• Proven ability to identify, analyze, and report on problem trends across IT services
• Experience 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 such as our CSR Council, Diversity Council, Women Connect, and many more