Key Responsibilities:

Problem Identification & Classification:
Detect and log problems based on incident trends and service disruptions.
Classify problems according to severity, impact, and urgency.

Root Cause Analysis:
Investigate and diagnose the underlying causes of problems.
Use structured techniques such as causal mapping, brainstorming, or fishbone diagrams.

Solution Development:
Identify and evaluate potential solutions or workarounds.
Coordinate with technical teams to implement fixes or preventive measures.

Process Oversight:
Manage the end-to-end problem management process.
Ensure problems are resolved within agreed service levels.

Collaboration & Communication:
Work closely with Incident Managers, Service Desk, and technical teams.
Communicate problem status, known errors, and resolutions to stakeholders.

Documentation & Reporting:
Maintain accurate records of problems, known errors, and resolutions.




Publish known errors and workarounds to the knowledge base.

Continuous Improvement:
Conduct regular reviews of the problem management process.
Recommend and implement process improvements.

Required Skills & Qualifications:
Solid analytical and problem-solving skills.
Excellent communication and interpersonal abilities.
Experience with ITIL processes and ITSM tools.
Ability to lead cross-functional teams.
Technical understanding of IT infrastructure and applications.
Organizational and time management skills.

Preferred Qualifications:
ITIL Foundation or Practitioner certification.
Experience in incident and change management.
Familiarity with tools like ServiceNow, Jira, or similar ITSM platforms.

📌 Service Lead Bengaluru
🏢 Sysnet Global Technologies
📍 Bengaluru