job Title: Problem Manager Service Management

Job Summary:

The Problem Manager is responsible for managing the lifecycle of all problems within the IT environment. This role focuses on identifying root causes of incidents, preventing recurrence, and minimizing the impact of unavoidable issues. Operating within the ITIL framework, the Problem Manager ensures service stability and continuous improvement.

Key Responsibilities:

• Problem Identification & Analysis
  • Detect and log problems from incident trends and service disruptions.
  • Perform root cause analysis (RCA) and identify permanent solutions.
  • Maintain accurate records of problems and known errors.
• Resolution & Prevention
  • Develop and implement workarounds and permanent fixes.
  • Collaborate with technical teams to resolve problems efficiently.
  • Ensure problems are resolved within agreed service levels.
• Process Management
  • Own and maintain the Problem Management process and documentation.
  • Monitor process performance and implement improvements.
  • Ensure compliance with ITIL standards and organizational policies.
• Stakeholder Communication
  • Communicate problem status, impacts, and resolutions to stakeholders.
  • Facilitate Major Incident Reviews and Problem Review Boards.
  • Provide training and guidance on problem management practices.
• Reporting & Metrics
  • Generate reports on problem trends, root causes, and resolution effectiveness.
  • Track KPIs such as Mean Time to Resolution (MTTR) and recurrence rates.
  • Support Continual Service Improvement (CSI) initiatives.

Required Skills & Qualifications:

• 5+ years of experience in IT operations, support, or service management.
• Strong understanding of ITIL processes, especially Problem and Incident Management.
• Experience with tools like ServiceNow, Jira Service Management, or similar.
• Excellent analytical, communication, and interpersonal skills.
• ITIL Foundation or higher certification preferred.

Interested candidates can share their update resume on JP0083398@techmahindra.com along with below details

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