Problem Management - ITIL framework L3

Problem Management - ITIL framework L3
Problem Management - ITIL framework L3
Location: Delhi/Hyderabad/Bangalore
Experience: 10 years to 17 years
Must-Have:
experience in ITSM, Problem Management, Service Reliability, or Operations roles.
Strong hands‑on experience with ITIL Problem Management processes and governance.
Deep expertise in Root Cause Analysis methodologies (5 Whys, Fishbone, Fault Tree Analysis).
Experience driving high‑quality RCAs with clear distinction between workaround, remediation, and permanent fix.
Proven ability to perform incident and problem trend analysis to identify systemic risks.
Experience working in complex, multi‑vendor enterprise environments.
Strong documentation, analytical, and facilitation skills
Key Responsibilities:
Own and execute the end‑to‑end Problem Management lifecycle, from identification through permanent resolution and closure.
Lead and facilitate structured RCA sessions for high‑impact and recurring incidents.
Ensure logical and defensible RCA outcomes, validating that root causes are systemic and not symptomatic.
Govern RCA quality, challenging incorrect root causes, misclassified fixes, or workaround‑only solutions.
Track corrective and preventive actions (CAPAs) to closure and validate post‑implementation effectiveness.
Drive creation and maintenance of the Known Error Database (KEDB) with clear symptoms, workarounds, and fix plans.
Perform ongoing trend analysis to identify repeat issues, single points of failure, and high‑risk services.
Collaborate with Incident, Change, Engineering, Vendor, and Service Owner teams to ensure prevention is embedded into delivery.
Present problem insights, risks, and improvement opportunities to leadership and stakeholders.
15 years of Continuous Education.

Work arrangement
No