Location : Noida

Experience : 8+ Years

Role Overview

We are looking for an experienced Problem Manager (L3) to drive effective problem management processes and ensure timely resolution of recurring incidents.

The ideal candidate will possess strong expertise in IT Service Management (ITSM), root cause analysis, ServiceNow, and continuous service improvement, while collaborating closely with multiple teams to enhance operational efficiency and service quality.

Roles & Responsibilities

Manage problem tickets from the initial incident report through to resolution, ensuring proper tracking, timely closure, and high levels of customer satisfaction.
Coordinate with cross-functional teams to investigate incidents, identify underlying root causes, and implement preventive measures to minimize recurrence.
Conduct detailed Root Cause Analysis (RCA) for recurring or high-impact incidents and drive initiatives focused on continuous service improvement.
Develop, maintain, and update knowledge base articles for common and recurring issues to reduce repetitive troubleshooting efforts and improve issue resolution efficiency.
Provide expert-level guidance on IT Service Management (ITSM) principles, established processes, and ServiceNow best practices to support effective problem management.
Ensure adherence to company policies, operational procedures, and regulatory requirements throughout the complete problem management lifecycle.
Monitor and analyze problem trends, identify recurring patterns, and recommend corrective and preventive actions for long-term resolution.
Collaborate closely with Incident Management, Change Management, and Service Delivery teams to improve service stability and overall operational effectiveness.

Required Skills

Problem Management
ITSM Processes
ServiceNow
Root Cause Analysis (RCA)
Knowledge Management
Stakeholder Management
Continuous Service Improvement

(ref:hirist.tech)

L3 Problem Manager - IT Service Management