Bangalore, Karnataka
Job Summary
Responsible for driving Problem Management activities across production applications by identifying root causes of recurring incidents, implementing permanent fixes, maintaining Known Error Database (KEDB), and improving application stability through proactive analysis and continuous service improvement. Works closely with Incident, Change, Development, Infrastructure, and Business teams to minimize service disruptions and improve operational efficiency.
Key Responsibilities
Lead end-to-end Problem Management activities in accordance with ITIL practices.
Perform Root Cause Analysis (RCA) for Major and recurring incidents.
Identify trends from incident data and drive permanent resolutions.
Facilitate Problem Review meetings with stakeholders and support teams.
Create and maintain Known Error Database (KEDB), workarounds, and knowledge articles.
Track problem records to closure and ensure timely implementation of corrective actions.
Monitor effectiveness of implemented fixes and prevent incident recurrence.
Prepare and present RCA reports to customers and senior management.
Drive continuous service improvement initiatives and automation opportunities.
Ensure compliance with SLA, OLA, audit, and governance requirements.
Support Change, Release, and Risk Management activities related to problem resolution.
Maintain problem management metrics, dashboards, and executive reports.
Skill Requirements
Problem Management (Skill Index: 4)
Incident Management (Skill Index: 3)
Change Management (Skill Index: 4)
Knowledge Management (Skill Index: 3)
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