Job Summary

Own and manage the Problem Management process end-to-end in line with ITIL framework Identify, log, categorize, prioritize, and manage Problems and Known Errors Perform and facilitate Root Cause Analysis (RCA) using techniques such as 5 Whys, Fishbone, Kepner-Tregoe, etc. Ensure effective tracking and resolution of problems to prevent recurring incidents Work closely with Incident Management, Change Management, and Technical Teams to implement permanent fixes Maintain and govern the Known Error Database (KEDB) Drive creation and follow-up of Corrective and Preventive Actions (CAPA) Conduct Problem Review Meetings and post-incident reviews (PIRs) Ensure problems are resolved within defined SLAs/OLAs Provide regular problem metrics and reports to stakeholders and senior management Identify trends and proactively recommend service improvements Support automation and continuous improvement initiatives Ensure compliance with internal processes, audit requirements, and customer expectations Dinesh Kumar Pandey Thank You Shyamala for helping Rani Sir is very kind 1:04 PM Call started 52213802 RAJDEEP DEB Own and manage the Problem Management process end-to-end in line with ITIL framework Identify, log, categorize, prioritize, and manage Problems and Known Errors Perform and facilitate Root Cause Analysis (RCA) using techniques such as 5 Whys, Fishbone, Kepner-Tregoe, etc. Ensure effective tracking and resolution of problems to prevent recurring incidents Work closely with Incident Management, Change Management, and Technical Teams to implement permanent fixes Maintain and govern the Known Error Database (KEDB) Drive creation and follow-up of Corrective and Preventive Actions (CAPA) Conduct Problem Review Meetings and post-incident reviews (PIRs) Ensure problems are resolved within defined SLAs/OLAs Provide regular problem metrics and reports to stakeholders and senior management Identify trends and proactively recommend service improvements Support automation and continuous improvement initiatives Ensure compliance with internal processes, audit requirements, and customer expectations Primary: Problem management, Secondary: Change management

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.

Skill Requirements

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Other Requirements

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