Company Name: VARITE India Private Limited

About The Client:

An Indian multinational information technology (IT) consulting company headquartered in Noida, The company has offices in 52 countries and over 225,944 employees. The Client is a global IT services and consulting company that offers a wide range of services and products across various industries like IT Infrastructure Services, Cybersecurity Services, Cloud Services, Big Data and Analytics, Internet of Things (IoT) Solutions, Semiconductor Services and Enterprise Software Products.

Essential Job Functions:
- 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:
- Problem records.
- Root Cause documentation.
- Corrective and Preventive Actions (CAPA).
- Track and drive closure of Problem tasks and action items through the ITSM tool.
- Ensure effective linkage between Incidents, Problems, Changes, and Knowledge Articles.
- Monitor and improve MTTR,



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

📌 Problem Management (Noida)
🏢 VARITE
📍 Noida