Problem Manager

Key Responsibilities

• Own and govern the end-to-end Problem Management process
• Identify, log, assess, prioritize, and manage problems based on business impact and risk.
• Lead Root Cause Analysis (RCA) for recurring, major, and high-impact incidents.
• Coordinate with technical teams, suppliers, and SMEs to identify root causes and permanent solutions.
• Manage Known Errors, workarounds, and associated documentation
• Track and govern corrective and preventive actions through to closure
• Identify recurring incident trends and proactively raise problems
• Coordinate with Change Management to implement permanent fixes
• Conduct Problem Reviews and ensure timely closure of overdue problems.
• Monitor problem backlog, ageing, risks, and dependencies
• Prepare governance reports and provide insights on problem trends and service improvements.
• Drive continual improvement and preventive measures to reduce incident volumes and business impact.
• Ensure Problem Management records and documentation meet process and audit requirements.
• Required Skills & Experience
• 10+ years of overall IT Operations or ITSM experience
• 7+ years of hands-on Problem Management experience.
• ServiceNow Problem Management experience preferred.
• Knowledge of RCA techniques such as 5 Why is a must , Fishbone, Fault Tree Analysis, and Kepner-Tregoe is an advantage.
• Experience in large enterprise or managed services environments.
• Experience driving continual service improvement and reducing recurring incidents.