788089-01/26

Job Description:
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