Noida, Uttar Pradesh
Job Summary
Problem Manager (Reactive & Proactive) Role Summary The Problem Manager is responsible for leading Reactive and Proactive Problem Management activities to minimize incidents, reduce MTTR and improve overall service stability. The role ensures effective Root Cause Analysis (RCA), drives Permanent Corrective Actions (PCA) and enables trend based problem identification using ITSM data, reporting and automation. Key Responsibilities Reactive Problem Management • 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: o Problem records o Root Cause documentation o Corrective and Preventive Actions (CAPA) • Track and drive closure of Problem tasks and action items through ITSM tool. • Ensure effective linkage between Incidents, Problems, Changes and Knowledge Articles. • Monitor and improve MTTR, recurrence rate and incident reduction metrics. Proactive Problem Management • Identify proactive problems using trend analysis of: o Repeated incidents o Known Errors o Event logs, alerts and performance data • Perform data analysis using ServiceNow reports, dashboards, and analytics to detect underlying issues. • Drive creation and maintenance of: o Known Error Database (KEDB) o Preventive problem records o Workarounds and permanent fixes • Collaborate with Operations, Engineering and Change teams to prevent future incidents. ServiceNow & Tooling Responsibilities • Strong working knowledge of ServiceNow Problem Management module. • Ensure proper configuration and usage of: o Problem workflows o RCA templates o Related Records (Incident–Problem–Change–Knowledge) • Design and maintain Problem Management dashboards and KPIs: o Problem backlog o RCA SLA compliance o Repeat incident rate o Problem ageing • Support automation and continuous improvement initiatives within ServiceNow. Governance & Continuous Improvement • Define and enforce Problem Management process, policies and standards (ITIL aligned). • Conduct regular problem reviews, audit checks, and governance calls with stakeholders. • Provide insights and recommendations to leadership based on problem trends and risk analysis. • Drive continuous service improvement (CSI) initiatives related to stability and reliability. Stakeholder Management • Work closely with: o Incident & Major Incident Managers o Change & Release Managers o Application and Infrastructure teams o Service Owners and Business Stakeholders • Act as the single point of accountability for Problem Management outcomes.
Key Responsibilities
Required Skills & Experience • 6–8 years of experience in IT Service Management, with strong focus on Problem Management. • Hands on experience with ServiceNow ITSM (Problem module). • Strong knowledge of ITIL v3 / ITIL 4 principles and lifecycle processes. • Proven experience in RCA methodologies (5 Whys, Fishbone, Ishikawa, etc.). • Strong analytical skills and ability to interpret operational data. • Excellent communication, facilitation, and stakeholder management skills. Preferred Qualifications • ITIL v3 / ITIL 4 Certification • ServiceNow CSA or equivalent • Experience working in large, global ITSM environments
Skill Requirements
Required Skills & Experience • 6–8 years of experience in IT Service Management, with strong focus on Problem Management. • Hands on experience with ServiceNow ITSM (Problem module). • Strong knowledge of ITIL v3 / ITIL 4 principles and lifecycle processes. • Proven experience in RCA methodologies (5 Whys, Fishbone, Ishikawa, etc.). • Strong analytical skills and ability to interpret operational data. • Excellent communication, facilitation, and stakeholder management skills. Preferred Qualifications • ITIL v3 / ITIL 4 Certification • ServiceNow CSA or equivalent • Experience working in large, global ITSM environments
Other Requirements
NA
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