Key Responsibilities:

Problem Identification & Classification:

- Detect and log problems based on incident trends and service disruptions.
- Classify problems according to severity, impact, and urgency.

Root Cause Analysis:

- Investigate and diagnose the underlying causes of problems.
- Use structured techniques such as causal mapping, brainstorming, or fishbone diagrams.

Solution Development:

- Identify and evaluate potential solutions or workarounds.
- Coordinate with technical teams to implement fixes or preventive measures.

Process Oversight:

- Manage the end-to-end problem management process.
- Ensure problems are resolved within agreed service levels.

Collaboration & Communication:

- Work closely with Incident Managers, Service Desk, and technical teams.
- Communicate problem status, known errors, and resolutions to stakeholders.

Documentation & Reporting:

- Maintain accurate records of problems, known errors, and resolutions.




- Publish known errors and workarounds to the knowledge base.

Continuous Improvement:

- Conduct regular reviews of the problem management process.
- Recommend and implement process improvements.

Required Skills & Qualifications:

- Solid analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Experience with ITIL processes and ITSM tools.
- Ability to lead cross-functional teams.
- Technical understanding of IT infrastructure and applications.
- Organizational and time management skills.

Preferred Qualifications:

- ITIL Foundation or Practitioner certification.
- Experience in incident and change management.
- Familiarity with tools like ServiceNow, Jira, or similar ITSM platforms.

📌 Service Lead (India)
🏢 Sysnet Global Technologies
📍 India