Job Description: Problem Manager/Analyst Experience: 3 to 5 Years If you are interested, please share your updated resume via WhatsApp at or email it to Role Overview The Problem Manager/Analyst is responsible for complete ownership of the Problem Management lifecycle, ensuring proactive detection, root cause elimination, and long‑term service stability. The role requires strong governance, high‑quality RCA standards, and close collaboration across technical, operational, and business teams. Key Responsibilities Lead, mature, and optimize ITSM and ITOM processes including Problem, Incident, Request, Knowledge, Change, Release, Event, Service Transition, and CMDB Management. Develop business cases that enhance ITSM/ITOM capabilities and ensure consistent deployment and adherence across all business units. Own the end‑to‑end Problem Management lifecycle including detection, logging, categorization, prioritization, investigation, RCA, workaround identification, corrective action tracking, validation, and closure. Maintain and manage the Problem backlog with clear prioritization and leadership visibility, ensuring problems stay active until a permanent fix is implemented and validated. Lead, coordinate, and validate comprehensive RCAs for critical incidents, recurring issues, systemic problems, and major events. Review and approve RCA outputs for accuracy and completeness. Establish corrective actions, assign accountable owners, define timelines, and drive closure. Conduct Post Incident Reviews and ensure action items are completed. Analyze incident trends, logs, events, and performance metrics to identify early systemic risks. Implement preventive controls and drive service improvement actions while promoting a proactive stability culture across teams. Own and maintain the Known Error Database with high‑quality documentation of known errors, related incidents, and effective workarounds. Ensure the KEDB is utilized to accelerate incident resolution and strengthen knowledge sharing. Ensure corrective actions are logged as changes, evaluated, risk‑assessed, tested, and deployed. Validate post‑implementation outcomes to ensure fixes are effective. Work with Change Management to minimize unplanned changes and prevent repeated failures. Utilize and optimize the ServiceNow Problem Management module, ensuring accurate data quality and workflow adherence. Develop dashboards, scorecards, and performance analytics covering KPIs, OLAs, and SLAs. Prepare executive‑level reports translating technical insights into business impact. Collaborate with Service Owners, Technical Specialists, Vendors, OEMs, and Operational Teams to drive service maturity. Communicate risks, budgets, outcomes, and strategic initiatives to relevant business areas. Strengthen internal and external stakeholder relationships during RCAs and long‑term remediation. Ensure documentation complies with audit, governance, and regulatory requirements such as ISO and SOX. Maintain audit‑ready evidence and support governance reviews. Promote ITSM discipline and process adherence across teams. Lead multidisciplinary teams during major problem investigations. Support stakeholders and site/application teams during critical incidents, ensuring stability and accurate documentation. Promote safety protocols and support change management initiatives. Attend client and business meetings professionally. Ensure IM services align with SOPs and SLAs. Contribute to monthly performance reports with insights and recommendations. Manage administrative requirements to ensure smooth Problem Management operations. #J-18808-Ljbffr