Problem Management - ITIL framework L3
Problem Management - ITIL framework L3
Location: Delhi/Hyderabad/Bangalore
Experience: 10 years to 17 years
Must-Have:
- experience in ITSM, Problem Management, Service Reliability, or Operations roles.
- Strong hands‑on experience with ITIL Problem Management processes and governance.
- Deep expertise in Root Cause Analysis methodologies (5 Whys, Fishbone, Fault Tree Analysis).
- Experience driving high‑quality RCAs with clear distinction between workaround, remediation, and permanent fix.
- Proven ability to perform incident and problem trend analysis to identify systemic risks.
- Experience working in complex, multi‑vendor enterprise environments.
- Strong documentation, analytical, and facilitation skills
Key Responsibilities:
- Own and execute the end‑to‑end Problem Management lifecycle, from identification through permanent resolution and closure.
- Lead and facilitate structured RCA sessions for high‑impact and recurring incidents.
- Ensure logical and defensible RCA outcomes, validating that root causes are systemic and not symptomatic.
- Govern RCA quality, challenging incorrect root causes, misclassified fixes, or workaround‑only solutions.
- Track corrective and preventive actions (CAPAs) to closure and validate post‑implementation effectiveness.
- Drive creation and maintenance of the Known Error Database (KEDB) with clear symptoms, workarounds, and fix plans.
- Perform ongoing trend analysis to identify repeat issues, single points of failure, and high‑risk services.
- Collaborate with Incident, Change, Engineering, Vendor, and Service Owner teams to ensure prevention is embedded into delivery.
- Present problem insights, risks, and improvement opportunities to leadership and stakeholders.
15 years of Continuous Education.
