Chennai, Tamil Nadu
Job Summary
The Problem Manager (L2) is responsible for driving proactive and reactive problem management processes to reduce incident volumes, eliminate recurring issues, and improve service stability.
The role focuses on:
- Trend analysis and recurring incident identification
- Root Cause Analysis (RCA) governance
- Problem lifecycle tracking and closure discipline
- Ensuring strong linkage between incident problem resolution
This is a process-driven, analytical, and governance-heavy role, supporting operational excellence.
Key Responsibilities
Key Responsibilities ________________________________________ 1. Problem Management Lifecycle Ownership • Manage end-to-end problem lifecycle: o Identification Logging Investigation RCA Resolution Closure • Create and maintain problem records linked to incidents • Ensure adherence to ITIL problem management processes ________________________________________ 2. Proactive & Reactive Problem Identification • Identify: o Recurring incidents o Major incident trends • Perform trend and pattern analysis on incident data • Work with operations teams to proactively raise problem records ________________________________________ 3. Root Cause Analysis (RCA) Governance • Drive and ensure completion of: o RCA for P1/P2 incidents and recurring issues • Coordinate with L2/L3 and SMEs for deep technical analysis • Validate quality of RCA and ensure actionable outcomes ________________________________________ 4. Backlog & Problem Queue Management • Manage and monitor: o Problem backlog o Open vs. resolved problems o Aging problem records • Ensure timely closure of problems • Follow up with resolver groups on pending RCA and fixes ________________________________________ 5. Coordination with Resolver Teams • Act as central coordinator between: o Incident Management o Technical teams (L2/L3) o Vendors / third parties • Organize problem review meetings / workshops to drive resolution • Ensure proper handoff and follow-up execution ________________________________________ 6. Operational Reviews & Cadence • Conduct: o Weekly / bi-weekly problem review calls o RCA review sessions • Present: o Top recurring issues o Problem backlog status o Improvement actions • Align with incident teams for operational improvements ________________________________________ 7. Continuous Improvement & Incident Reduction • Drive initiatives to: o Reduce incident volume o Improve first-time resolution • Contribute to shift-left, automation, and knowledge base improvements • Ensure that recurring problems are permanently eliminated ________________________________________ 8. Reporting & Governance • Prepare and share: o Problem management dashboards o RCA compliance reports o Trend analysis reports • Provide visibility to: o Service Delivery Managers o Governance teams • Ensure process compliance and audit readiness ________________________________________ 9. Knowledge Management Contribution • Ensure resolved problems are converted into: o Knowledge articles o Known error database (KEDB) entries • Enable: o Faster incident resolution o Reduction in repeat issues ________________________________________ Key KPIs / Metrics • Reduction in recurring incidents • RCA completion within SLA • Problem backlog and aging • Perman
Skill Requirements
Required Skills & Competencies
Functional
o ITIL Problem Management
o Incident-to-problem linkage
- Experience with ITSM tools:
o ServiceNow, Remedy, Jira
- Knowledge of incident analysis and RCA techniques
________________________________________
Behavioral
- Strong analytical and investigative mindset
- Excellent coordination and follow-up skills
- Ability to drive outcomes without direct authority
- Detail-oriented with focus on metrics and trends
- Strong communication and presentation skills
________________________________________
Experience & Qualification
o Problem Management / Incident Management / IT Operations
- Experience in RCA, trend analysis, and service improvement
- Exposure to global IT operations (24x7 environment)
- ITIL Foundation certification preferred
________________________________________
✅ What this role is
- Process + analytics driven
- Focused on long-term stability improvement
- Governance anchor for problem management
❌ What this role is not
- Not day-to-day ticket handling
- Not purely major incident management
Other Requirements
Other Requirement : Problem Mgr, Process Mgmt, Problem Mgmt
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