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