Problem Manager

Problem Manager

Own and manage the full Problem Management lifecycle from identification to resolution and closure Lead Root Cause Analysis sessions with cross-functional teams and document action plans Track and verify implementation of preventive measures to eliminate recurring incidents Analyze incident data to identify systemic issues, trends, and improvement opportunities Maintain and update the Known Error Database or KEDB for accuracy and usability Collaborate with Change Management to ensure effective implementation of resolutions Ensure problems are resolved within agreed SLA timelines Monitor KPIs including mean time to identify root cause, mean time to resolve problems, reduction in recurring incidents, percentage of problems resolved within SLA, accuracy and utilization of KEDB, and implementation of preventive measures. Influence counterparts and stakeholders to adopt best practices in Problem Management and drive alignment across teams Drive continuous improvement initiatives to enhance service stability and reduce incident volume

Comments Degree:

• Bachelors degree in IT, Computer Science, or related field, ITIL certification is an advantage
• 5 to 8 years of IT Service Management experience with solid focus on Problem Management
• Strong knowledge of ITIL processes and ability to integrate with Incident, Change, and Knowledge Management
• Proficiency in Root Cause Analysis techniques and experience guiding teams through RCA sessions
• Demonstrated success in reducing recurring incidents and improving SLA and KPI performance
• Hands on experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management
• Strong communication and facilitation skills with ability to influence stakeholders and collaborate across teams
• Analytical mindset with ability to interpret incident trends and drive actionable improvements
• Experience contributing to continuous improvement initiatives and supporting adoption of automation or process enhancements

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