Description

You will manage the end-to-end Problem Management lifecycle to identify root causes and prevent incident recurrence.

Responsibilities

• Deliver Root Cause Analysis (RCA) documentation within 5 business days of incident resolution.
• Coordinate and lead technical calls to identify root causes and manage resulting Problem Tasks through to closure.
• Maintain the Problem Field in ServiceNow using data derived from RCA investigations.
• Analyze incident trends to drive proactive problem management and create actionable reduction plans.
• Monitor and report on monthly metrics including RCA submissions, CAPA closure, and Problem Record closure.

Required Skills

• 8-10 years of experience driving service operations.
• Minimum 8 years of experience managing Incident Management (IM) and Major Incident Management (MIM) processes.
• Deep knowledge of ITIL Problem Management and Major Incident Management processes.
• Proven experience in Root Cause Analysis (RCA), CAPA closure, and Problem Record closure.
• Technical familiarity with Windows, Linux/Unix, Network, and Storage systems.
• ITIL Foundation certification required.
• Strong analytical, presentation, and reporting skills.
• Ability to work US shifts (ET hours) and flexible schedules.
• Fluency in English, both verbal and written.

Preferred Skills

• ITIL Expert or at least two ITIL Intermediate certifications.
• Hands-on experience with ServiceNow.
• Experience working in a helpdesk environment.

Key Skills

Education

Any Graduate