- Own and manage the end-to-end Problem Management process.
- Perform Root Cause Analysis (RCA) using methodologies such as 5 Whys, Fishbone, Kepner-Tregoe, etc.
- Identify recurring incidents and proactively create problem records.
- Coordinate with technical teams to investigate and resolve underlying issues.
- Drive permanent fixes through the Change Management process.
- Track Known Errors and maintain the Known Error Database (KEDB).
- Monitor problem trends and recommend preventive actions.
- Ensure timely completion and quality of RCA reports.
- Conduct Problem Review meetings with stakeholders.
- Publish problem management dashboards, KPIs, and management reports.
- Ensure compliance with ITIL best practices and organizational policies.
- Support Major Incident reviews and Post Incident Reviews (PIR).
Required Skills
- Strong knowledge of ITIL Incident, Problem, and Change Management.
- Experience with RCA methodologies.
- Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.
- Excellent analytical and troubleshooting skills.
- Solid stakeholder management and communication skills.
- Ability to coordinate cross-functional technical teams.
- Experience in preparing executive reports and dashboards.