Noida, Uttar Pradesh

Job Summary

Problem Manager (Reactive & Proactive) Role Summary The Problem Manager is responsible for leading Reactive and Proactive Problem Management activities to minimize incidents, reduce MTTR and improve overall service stability. The role ensures effective Root Cause Analysis (RCA), drives Permanent Corrective Actions (PCA) and enables trend based problem identification using ITSM data, reporting and automation. Key Responsibilities Reactive Problem Management • Own and manage reactive problem records triggered by Major Incidents (P1/P2) and recurring incidents. • Facilitate and govern Root Cause Analysis (RCA) sessions with cross functional teams. • Ensure timely completion and quality of: o Problem records o Root Cause documentation o Corrective and Preventive Actions (CAPA) • Track and drive closure of Problem tasks and action items through ITSM tool. • Ensure effective linkage between Incidents, Problems, Changes and Knowledge Articles. • Monitor and improve MTTR, recurrence rate and incident reduction metrics.



Proactive Problem Management • Identify proactive problems using trend analysis of: o Repeated incidents o Known Errors o Event logs, alerts and performance data • Perform data analysis using ServiceNow reports, dashboards, and analytics to detect underlying issues. • Drive creation and maintenance of: o Known Error Database (KEDB) o Preventive problem records o Workarounds and permanent fixes • Collaborate with Operations, Engineering and Change teams to prevent future incidents. ServiceNow & Tooling Responsibilities • Robust working knowledge of ServiceNow Problem Management module. • Ensure proper configuration and usage of: o Problem workflows o RCA templates o Related Records (Incident–Problem–Change–Knowledge) • Design and maintain Problem Management dashboards and KPIs: o Problem backlog o RCA SLA compliance o Repeat incident rate o Problem ageing • Support automation and continuous improvement initiatives within Serv

📌 SeniorAdministrator - Problem Management, ServiceNow (Noida)
🏢 HCLTech
📍 Noida