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
Robust 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 Uttar Pradesh (India)
🏢 Athena Bharatjobs
📍 India