Madurai, Tamil Nadu
Job Summary
1. Role Overview The Problem Manager is responsible for the end-to-end lifecycle of Problem Records, driving root cause analysis (RCA), preventing recurrence of incidents, coordinating cross functional teams, and ensuring continuous service improvement across the IT landscape. They serve as a technical, analytical, and governance leader within ITSM.
2. Key Responsibilities
A. Problem Lifecycle Ownership • Own and manage the full lifecycle of all Problem Records from creation to closure. • Review, evaluate, accept or reject new problem submissions.
B. Root Cause Analysis (RCA) & Corrective Actions • Conduct and lead RCA for all high severity incidents. • Use standard RCA methods such as 5 Whys (mandatory) and Fishbone Analysis. • Ensure implementation of CAPA (Corrective & Preventive Actions) to eliminate root causes.
C. Stakeholder Coordination • Form, lead, and facilitate cross functional investigation teams with internal teams & vendors. • Host weekly governance calls with technical tracks to drive updates and resolve bottlenecks. • Engage with customer teams for RCA walkthroughs, EMT forums, and approvals.
D. Process Compliance & Audit • Ensure strict adherence to the Problem Management process and organizational SLAs. • Conduct periodic audits, publish findings, and drive closure of non compliance gaps.
E. Documentation & Reporting • Document RCA in approved templates (FOP, 5W1H, etc.) and upload within SLA. • Maintain Known Error Database (KEDB) and ensure updates are reflected in ITSM tool. • Prepare and present monthly performance dashboards to leadership & customers.
F. Proactive Problem Management • Perform trend analysis to identify repeating patterns, environmental risks, and improvement areas.
- Recommend preventive measures to avoid recurrence of incidents.
G. Collaboration With Incident & Change Teams
- Validate that incidents triggering problem records follow correct routing.
- Work with Change Management to validate if incidents are triggered by changes.
- Raise PTasks when fixes, validations, or reviews are required.
3. Skills & Competencies - Technical Skills
- Strong knowledge of ITIL v4 Problem Management and related ITSM processes.
- Proficiency in RCA methods: 5 Whys, Fishbone, and failure analysis.
- Good understanding of Incident & Change Management touchpoints.
Analytical & Governance Skills
- Strong decision making and analytical capability.
- Ability to manage cross functional collaboration and multi vendor environments.
Tools Knowledge
- Experience with ITSM tools (ServiceNow/Vanilla).
- Good working knowledge of Excel, PowerPoint for reporting and presentations.
Communication & Leadership
- Excellent communication skills for leading RCA calls and governance meetings.
- Ability to handle customer escalations and drive discussions across support tracks.
4. Responsibilities for Senior/Lead Problem Manager
- Oversee adherence of the Problem Management process across the engagement.
- Govern proactive problem management initiatives and trend reviews.
- Manage EMT forums (Executive Management Team) for RCA approvals.
- Mentor Problem Managers and regulate their investigation quality.
5. Additional Expectations
- Ability to work 24/5 support model (if applicable)
- Ensure excellent customer experience and CSAT outcomes.
- Participate in hiring, interviews, and training new analysts
Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.
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