SME - Problem Management, ServiceNow

Job Summary

The Problem Manager is responsible for leading enterprise-wide Problem Management processes aligned with ITIL best practices. This role focuses on minimizing business impact by identifying root causes of incidents, preventing recurrence, and driving continuous service improvement across IT operations.

Key Responsibilities

Problem Management Leadership Own and govern the end-to-end Problem Management lifecycle (Reactive & Proactive) Problem Ma...agement JD | Word Lead identification, analysis, and resolution of complex and recurring incidents Ensure adherence to ITIL processes and organizational standards Act as the escalation point for high-priority and critical problems Root Cause Analysis (RCA) & Prevention Conduct detailed Root Cause Analysis (RCA) for major incidents and chronic issues Problem Ma...agement JD | Word Drive corrective and preventive actions to eliminate recurring incidents Maintain and govern the Known Error Database (KEDB) with documented workarounds Problem Ma...agement JD | Word Process Governance & Optimization Ensure quality, integrity, and compliance of the Problem Management process Problem Ma...agement JD | Word Define and monitor KPIs, SLAs, and process metrics Identify gaps and implement service improvement initiatives Drive automation and standardization of problem management activities Stakeholder & Cross-Functional Collaboration Collaborate with Incident, Change, and Service Delivery teams to ensure end-to-end resolution Chair Problem Review Boards and governance forums Problem Ma...agement JD | Word Engage with senior stakeholders and provide executive-level reporting Trend Analysis & Continuous Improvement Perform trend analysis on incidents to identify chronic issues and systemic risks Problem Ma...agement JD | Word Develop proactive strategies to prevent future incidents Foster a culture of continuous improvement and operational excellence Operational Execution Ensure timely progression and closure of problem records Track and manage problem backlog and prioritization Maintain complete documentation including SOPs, reports, and audit artifacts

Skill Requirements

Experience 8–12+ years in IT Service Management with strong exposure to Problem Management Proven experience managing enterprise-scale IT environments

Other Requirements

Certifications ITIL v3/v4 Foundation (mandatory) Advanced ITIL certifications preferred Technical & Functional Skills Strong expertise in Problem Management, Incident Management, and Change Management Experience with ITSM tools (Service Now, Remedy, etc.) Strong analytical and problem-solving abilities Knowledge of infrastructure, cloud, and application landscapes

Certifications\\r\\n\\r\\nITIL v3/v4 Foundation (mandatory)\\r\\n Advanced ITIL certifications preferred\\r\\n\\r\\n Technical & Functional Skills\\r\\n\\r\\n Strong expertise in Problem Management, Incident Management, and Change Management\\r\\n Experience with ITSM tools (Service Now, Remedy, etc.)\\r\\n Strong analytical and problem-solving abilities\\r\\n Knowledge of infrastructure, cloud, and application landscapes\\r\\n\\r\\n Leadership & Behavioral Skills\\r\\n\\r\\n Strong stakeholder management and executive communication skills\\r\\n Ability to lead cross-functional teams and drive accountability\\r\\n Data-driven decision-making mindset\\r\\n High ownership and result-oriented approach\\r\\n\\r\\n\\r\\n Key Performance Indicators (KPIs)\\r\\n\\r\\n Reduction in repeat incidents\\r\\nSLA compliance for problem resolution\\r\\nRCA effectiveness and closure timelines\\r\\n Problem backlog reduction\\r\\n Service stability and availability improvements\\r\\n\\r\\n\\r\\n Preferred Attributes\\r\\n\\r\\n Experience in global delivery model / large enterprise programs\\r\\n Exposure to automation, AI/ML-based analytics, or predictive problem management\\r\\n Proven track record of driving transformation initiatives