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)
