Job Summary
1. Role Overview The Problem Manager is responsible for the end-to-end lifecycle of Problem Records, driving root cause analysis (RCA), preventing recurrence of incidents, coordinating cross functional teams, and ensuring continuous service improvement across the IT landscape. They serve as a technical, analytical, and governance leader within ITSM.
2. Key Responsibilities
A. Problem Lifecycle Ownership • Own and manage the full lifecycle of all Problem Records from creation to closure. • Review, evaluate, accept or reject new problem submissions.
B. Root Cause Analysis (RCA) & Corrective Actions • Conduct and lead RCA for all high severity incidents. • Use standard RCA methods such as 5 Whys (mandatory) and Fishbone Analysis. • Ensure implementation of CAPA (Corrective & Preventive Actions) to eliminate root causes.
C. Stakeholder Coordination • Form, lead, and facilitate cross functional investigation teams with internal teams & vendors. • Host weekly governance calls with technical tracks to drive updates and resolve bottlenecks. • Engage with customer teams for RCA walkthroughs, EMT forums, and approvals.
D. Process Compliance & Audit • Ensure strict adherence to the Problem Management process and organizational SLAs. • Conduct periodic audits, publish findings, and drive closure of non compliance gaps.
E. Documentation & Reporting • Document RCA in approved templates (FOP, 5W1H, etc.) and upload within SLA. • Maintain Known Error Database (KEDB) and ensure updates are reflected in ITSM tool. • Prepare and present monthly performance dashboards to leadership & customers.
F. Proactive Problem Management • Perform trend analysis to identify repeating patterns, environmental risks, and improvement areas.
• Recommend preventive measures to avoid recurrence of incidents.
G. Collaboration With Incident & Change Teams
• Validate that incidents triggering problem records follow correct routing.
• Work with Change Management to validate if incidents are triggered by changes.
• Raise PTasks when fixes, validations, or reviews are required.
3. Skills & Competencies - Technical Skills
• Strong knowledge of ITIL v4 Problem Management and related ITSM processes.
• Proficiency in RCA methods: 5 Whys, Fishbone, and failure analysis.
• Good understanding of Incident & Change Management touchpoints.
Analytical & Governance Skills
• Strong decision making and analytical capability.
• Ability to manage cross functional collaboration and multi vendor environments.
Tools Knowledge
• Experience with ITSM tools (ServiceNow/Vanilla).
• Good working knowledge of Excel, PowerPoint for reporting and presentations.
Communication & Leadership
• Excellent communication skills for leading RCA calls and governance meetings.
• Ability to handle customer escalations and drive discussions across support tracks.
4. Responsibilities for Senior/Lead Problem Manager
• Oversee adherence of the Problem Management process across the engagement.
• Govern proactive problem management initiatives and trend reviews.
• Manage EMT forums (Executive Management Team) for RCA approvals.
• Mentor Problem Managers and regulate their investigation quality.
5. Additional Expectations
• Ability to work 24/5 support model (if applicable)
• Ensure excellent customer experience and CSAT outcomes.
• Participate in hiring, interviews, and training new analysts
Key Responsibilities
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.