Job Summary

Support and drive the Problem Management process by owning problem investigations, root cause analysis, and corrective actions to reduce recurring incidents and improve service stability.

Key Responsibilities

Manage assigned problems end‑to‑end, from detection through closure\r\nPerform root cause analysis (RCA) using structured methodologies (5‑Whys, Fishbone, etc.)\r\nCorrelate incidents to identify trends and recurring issues\r\nCreate, maintain, and track Known Errors and workarounds\r\nCollaborate with Incident, Change, and Technical teams to implement fixes\r\nEnsure timely problem records, documentation, and communication\r\nTrack and report problem KPIs and improvement outcomes\r\nSupport post‑incident reviews (PIRs) and action tracking\r\nEscalate complex or high‑impact problems to L3 Problem Manager\r\nContribute to knowledge base updates and preventive measures

Skill Requirements

ITIL 4 Problem Management (Intermediate level)\r\nRoot cause analysis and analytical thinking\r\nUnderstanding of IT infrastructure, applications, and support models\r\nITSM tools (ServiceNow or equivalent)\r\nData analysis and reporting

Other Requirements

Strong problem‑solving mindset\r\nCross‑team coordination and follow‑through\r\nClear documentation and communication\r\nAttention to detail and ownership