Problem Manager

*Senior Associate* *(AC Sr. Associate)* *|* *SDMO Service Delivery & Management Operations* .

ROLE SUMMARY

The Problem Manager is responsible for identifying, investigating, and eliminating the root causes of recurring and high-impact infrastructure incidents, reducing business disruption through structured Problem Management, RCA, and continuous service improvement.

You own the end-to-end Problem Management lifecycle — from reactive investigation of major incident outcomes to proactive trend-based problem identification — and drive corrective action across in-scope infrastructure towers in alignment with Client ITSM processes.

KEY RESPONSIBILITIES

Problem Management Lifecycle
- Own and manage the end-to-end Problem Management lifecycle in accordance with ITIL best practices and Client ITSM processes.
- Identify and prioritize recurring and high-impact incidents for problem investigation; maintain a prioritized problem backlog aligned to business impact and risk.
- Classify problems as reactive (post-major-incident) or proactive (trend-driven)



and manage each accordingly.
- Ensure problem records are created, documented, and progressed to resolution within agreed timelines and quality standards.
- Validate that corrective and preventive actions (CAPAs) are implemented through the Change Management process and confirmed effective.

Root Cause Analysis (RCA)
- Lead and facilitate structured RCA sessions for recurring or major infrastructure incidents using proven methodologies (5-Why, Fishbone/Ishikawa, Fault Tree Analysis, timeline reconstruction).
- Ensure accurate identification of both technical and process root causes; validate findings with infrastructure tower leads and resolver teams.
- Deliver RCA documentation to agreed quality standards: timeline, impact analysis, root cause, corrective actions, and preventive measures.
- Collaborate with Incident Management to ensure all closed major incidents are reviewed for problem record creation.

📌 Problem Manager | Senior Associate (Delhi)
🏢 Pricewater House Coopers Service Delivery Center Bangalore
📍 Delhi