Role & responsibilities

Key Responsibilities

- 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.

📌 Problem Management Analyst (Noida)
🏢 Athena Bharatjobs
📍 Noida