SME - Problem Management, ServiceNow
India
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Job Description
SME - Problem Management, ServiceNow
Lucknow, Uttar Pradesh

Job Summary

The Problem Manager is responsible for leading enterprise-wide Problem Management processes aligned with ITIL best practices. This role focuses on minimizing business impact by identifying root causes of incidents, preventing recurrence, and driving continuous service improvement across IT operations.

Key Responsibilities

Problem Management Leadership Own and govern the end-to-end Problem Management lifecycle (Reactive & Proactive) [Problem Ma...agement JD | Word] Lead identification, analysis, and resolution of complex and recurring incidents Ensure adherence to ITIL processes and organizational standards Act as the escalation point for high-priority and critical problems Root Cause Analysis (RCA) & Prevention Conduct detailed Root Cause Analysis (RCA) for major incidents and chronic issues [Problem Ma...agement JD | Word] Drive corrective and preventive actions to eliminate recurring incidents Maintain and govern the Known Error Database (KEDB) with documented workarounds [Problem Ma...agement JD | Word] Process Governance & Optimization Ensure quality, integrity, and compliance of the Problem Management process [Problem Ma...agement JD | Word] Define and monitor KPIs, SLAs, and process metrics Identify gaps and implement service improvement initiatives Drive automation and standardization of problem management activities Stakeholder & Cross-Functional Collaboration Collaborate with Incident, Change, and Service Delivery teams to ensure end-to-end resolution Chair Problem Review Boards and governance forums [Problem Ma...agement JD | Word] Engage with senior stakeholders and provide executive-level reporting Trend Analysis & Continuous Improvement Perform trend analysis on incidents to identify chronic issues and systemic risks [Problem Ma...agement JD | Word] Develop proactive strategies to prevent future incidents Foster a culture of continuous improvement and operational excellence Operational Execution Ensure timely progression and closure of problem records Track and manage problem backlog and prioritization Maintain complete documentation including SOPs, reports, and audit artifacts

Skill Requirements

Experience 8–12+ years in IT Service Management with strong exposure to Problem Management Proven experience managing enterprise-scale IT environments

Other Requirements

Certifications ITIL v3/v4 Foundation (mandatory) Advanced ITIL certifications preferred Technical & Functional Skills Strong expertise in Problem Management, Incident Management, and Change Management Experience with ITSM tools (ServiceNow, Remedy, etc.) Strong analytical and problem-solving abilities Knowledge of infrastructure, cloud, and application landscapes
 
Certifications\\\\r\\\\n\\\\r\\\\nITIL v3/v4 Foundation (mandatory)\\\\r\\\\nAdvanced ITIL certifications preferred\\\\r\\\\n\\\\r\\\\nTechnical & Functional Skills\\\\r\\\\n\\\\r\\\\nStrong expertise in Problem Management, Incident Management, and Change Management\\\\r\\\\nExperience with ITSM tools (ServiceNow, Remedy, etc.)\\\\r\\\\nStrong analytical and problem-solving abilities\\\\r\\\\nKnowledge of infrastructure, cloud, and application landscapes\\\\r\\\\n\\\\r\\\\nLeadership & Behavioral Skills\\\\r\\\\n\\\\r\\\\nStrong stakeholder management and executive communication skills\\\\r\\\\nAbility to lead cross-functional teams and drive accountability\\\\r\\\\nData-driven decision-making mindset\\\\r\\\\nHigh ownership and result-oriented approach\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nKey Performance Indicators (KPIs)\\\\r\\\\n\\\\r\\\\nReduction in repeat incidents\\\\r\\\\nSLA compliance for problem resolution\\\\r\\\\nRCA effectiveness and closure timelines\\\\r\\\\nProblem backlog reduction\\\\r\\\\nService stability and availability improvements\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nPreferred Attributes\\\\r\\\\n\\\\r\\\\nExperience in global delivery model / large enterprise programs\\\\r\\\\nExposure to automation, AI/ML-based analytics, or predictive problem management\\\\r\\\\nProven track record of driving transformation initiatives
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.