Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Problem Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Job Title: Problem Manager Reports To: Service Delivery Manager / Head of ITSM / SIAM Lead ________________________________________ Job Summary: The Problem Manager is responsible for managing the Problem Management process, ensuring the identification and elimination of the root causes of incidents and minimizing the impact of recurring issues. This role focuses on both reactive and proactive problem management, driving permanent solutions, and reducing the risk and frequency of incidents in the IT environment. ________________________________________ Key Responsibilities: • Own and manage the Problem Management process, ensuring alignment with ITIL best practices. • Perform root cause analysis (RCA) for recurring or high-impact incidents using techniques such as 5 Whys, Ishikawa (fishbone), or fault tree analysis. • Identify and log problems based on incident trends, major incidents, and monitoring alerts. • Work collaboratively with Incident Management, Change Management, and technical teams to investigate problems and develop permanent solutions. • Track and manage known errors and maintain the Known Error Database (KEDB). • Prioritize problems based on impact, frequency, and risk to the business. • Facilitate Problem Review Boards or regular technical meetings to discuss problem status and actions. • Ensure timely implementation of problem resolutions, workarounds, or preventive measures. • Monitor and report on problem metrics, such as problem resolution time, reoccurrence rate, and impact reduction. • Support continual service improvement by identifying and addressing systemic weaknesses in IT services. ________________________________________ Required Skills & Experience: • Experience in Problem Management or related ITSM functions such as Incident or Change Management. • Strong understanding of ITIL frameworks, particularly Service Operation and Continual Service Improvement. • Skilled in root cause analysis methodologies and problem-solving techniques. • Experience using ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management) to manage problem records and known errors. • Strong analytical, organizational, and communication skills. • Ability to work cross-functionally with technical teams, business units, and management. ________________________________________ Preferred Qualifications: • ITIL v3 or v4 Foundation certification (Intermediate in Operational Support and Analysis or CSI is a plus) • Background in technical roles (e.g., systems administration, network engineering, software support) • Familiarity with data analysis, monitoring tools, or log analysis platforms (e.g., Splunk, ELK, SolarWinds) ________________________________________ Key Competencies: • Analytical and investigative mindset • Attention to detail • Cross-functional collaboration • Communication and facilitation skills • Proactive and preventive thinking • Ability to drive root cause analysis and follow-through Additional Information: - The candidate should have minimum 3 years of experience in Problem Management. - This position is based at our Bengaluru office. - A 15 years full time education is required.15 years full time education

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