Job description
Key Responsibilities:
Problem Management Process Oversight
- Own and manage the Problem Management process in alignment with industry best practices.
- Develop, implement, and maintain problem management policies, procedures, and workflows.
- Ensure timely and accurate recording, classification, and prioritization of problems.
- Partner with Agile application teams to investigate recurring issues across sprints.
- Promote a culture of continuous improvement by embedding Problem Management into Agile delivery processes.

Root Cause Analysis and Resolution
- Conduct thorough investigations of major incidents to identify root causes.
- Collaborate with cross-functional teams to develop corrective and preventive actions.
- Track and manage the implementation of permanent solutions to prevent incident recurrence.

Proactive Problem Identification
- Analyze incident trends, historical data, and monitoring reports to identify potential problems.
- Drive proactive problem resolution by addressing potential service interruptions before they impact users.





Reporting and Metrics
- Generate regular problem management reports, including trends, root cause analysis outcomes, and process performance.
- Define and track Key Performance Indicators (KPIs) to measure the effectiveness of the Problem Management process.

Stakeholder Collaboration
- Work closely with Incident Management, Change Management, and other Service Management teams to ensure seamless integration of processes.
- Communicate effectively with stakeholders, providing updates on problem investigations and resolutions.

Continuous Improvement
- Identify and implement process improvements to enhance the efficiency and effectiveness of Problem Management.
- Educate and mentor teams on Problem Management practices and the importance of root cause analysis.

Qualifications:
Education and Experience
- Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience).

📌 Problem Management Lead (Secunderabad)
🏢 Phenom
📍 Secunderabad