Key Responsibilities
Own and govern the end-to-end Problem Management process
Identify, log, assess, prioritize, and manage problems based on business impact and risk.
Lead Root Cause Analysis (RCA) for recurring, major, and high-impact incidents.
Coordinate with technical teams, suppliers, and SMEs to identify root causes and permanent solutions.
Manage Known Errors, workarounds, and associated documentation
Track and govern corrective and preventive actions through to closure
Identify recurring incident trends and proactively raise problems
Coordinate with Change Management to implement permanent fixes
Conduct Problem Reviews and ensure timely closure of overdue problems.
Monitor problem backlog, ageing, risks, and dependencies
Prepare governance reports and provide insights on problem trends and service improvements.




Drive continual improvement and preventive measures to reduce incident volumes and business impact.
Ensure Problem Management records and documentation meet process and audit requirements.
Required Skills & Experience
10+ years of overall IT Operations or ITSM experience
7+ years of hands-on Problem Management experience.
ServiceNow Problem Management experience preferred.
Knowledge of RCA techniques such as 5 Why is a must , Fishbone, Fault Tree Analysis, and Kepner-Tregoe is an advantage.
Experience in large enterprise or managed services environments.
Experience driving continual service improvement and reducing recurring incidents.

📌 Problem Manager (India)
🏢 Pearson
📍 India