Job description
Key Responsibilities:
Problem Management Process Oversight
Own and manage the Problem Management process in alignment with industry best practices.
Develop, implement, and maintain problem management policies, procedures, and workflows.
Ensure timely and accurate recording, classification, and prioritization of problems.
Partner with Agile application teams to investigate recurring issues across sprints.
Promote a culture of continuous improvement by embedding Problem Management into Agile delivery processes.

Root Cause Analysis and Resolution
Conduct thorough investigations of major incidents to identify root causes.
Collaborate with cross-functional teams to develop corrective and preventive actions.
Track and manage the implementation of permanent solutions to prevent incident recurrence.

Proactive Problem Identification
Analyze incident trends, historical data, and monitoring reports to identify potential problems.
Drive proactive problem resolution by addressing potential service interruptions before they impact users.





Reporting and Metrics
Generate regular problem management reports, including trends, root cause analysis outcomes, and process performance.
Define and track Key Performance Indicators (KPIs) to measure the effectiveness of the Problem Management process.

Stakeholder Collaboration
Work closely with Incident Management, Change Management, and other Service Management teams to ensure seamless integration of processes.
Communicate effectively with stakeholders, providing updates on problem investigations and resolutions.

Continuous Improvement
Identify and implement process improvements to enhance the efficiency and effectiveness of Problem Management.
Educate and mentor teams on Problem Management practices and the importance of root cause analysis.

Qualifications:
Education and Experience
Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience).

📌 Problem Management Lead Secunderabad
🏢 Phenom
📍 Secunderabad