Job Description: ITSM Problem Management Lead

Job Title: ITSM Problem Management Lead

Department: IT Service Management (ITSM)

Location: Navi Mumbai

Job Type: Full-Time

Job Overview:

Seeking a highly skilled and experienced Problem Management Lead to take ownership of the Problem Management process ITSM framework. The ideal candidate should be responsible for leading the identification, diagnosis, and resolution of high-impact and complex problems that significantly affect IT services. This role ensures that problems are investigated thoroughly, root causes are identified, and permanent solutions are implemented to prevent recurrence. Candidate will work closely with cross-functional teams, business stakeholders, and senior management to drive the continuous improvement of IT services and minimize the impact of recurring incidents.

Key Responsibilities:

1. Problem Management Process Ownership:
2. Root Cause Analysis (RCA) & Problem Resolution:

• Lead and manage the Problem Management process, ensuring that all high-priority problems are identified, classified, and investigated thoroughly.
• Oversee the lifecycle of problems management, from detection through to resolution, ensuring the effective management of complex, high-impact problems.
• Establish and maintain effective Problem Management procedures, ensuring consistency, quality, and alignment with organizational goals.
• Lead the identification of root causes for recurring or critical incidents, collaborating with Incident Management, technical teams, and subject matter experts to perform in-depth analyses.
• Ensure that root cause analysis (RCA) is conducted for all major incidents and that corrective actions are identified and tracked to completion.
• Drive the implementation of permanent fixes or workarounds to prevent major incidents from recurring and act as the primary point of contact for problem management, ensuring effective communication and collaboration with all stakeholders including third-party/vendors.
• Lead regular Problem management Review Meetings, ensuring that all stakeholders are aligned on priorities, next steps, and actions required.
• Act as the escalation point for critical or unresolved problems, managing the necessary action plans and resources to resolve them quickly.

1. Post-Problem Reviews and Continuous Improvement:

• Lead Post-Problem Reviews (PPR) to assess the effectiveness of the problem resolution and identify opportunities for process or service improvement.
• Work closely with the Change Management, Incident Management, and Configuration Management teams to ensure that learnings from problems are incorporated into broader service improvement initiatives.
• Analyze trends in major problems and incidents to identify systemic issues, propose corrective actions, and proactively prevent future problems.

1. Problem Management Metrics, Reporting, Training & Automation:

• Develop and track key performance indicators (KPIs) and metrics to measure the effectiveness of the Problem Management process, including problem resolution times, recurrence rates, and RCA completion.
• Produce regular reports and dashboards for stakeholders, summarizing major problem trends, status, and the effectiveness of resolutions.
• Provide detailed problem-related documentation, including root cause analysis reports, action plans, and lessons learned.
• Mentor and coach junior problem managers, ensuring the development of the team and the consistent application of best practices.
• Drive the adoption of automation tools and AI capabilities where applicable, aiming to improve the efficiency and effectiveness of the Problem Management process.

Required Skills and Qualifications:

• Education: Bachelor’s degree or equivalent
• Certifications: ITIL v3 or v4 Foundation certification
• Experience:
• 15+ years of experience in IT Service Management, specifically in Problem Management, with at least 2 years in a leadership or managerial role.
• Proven experience managing complex, high-impact problems that affect business-critical IT services and Experience with ITSM tools
• Strong problem-solving and analytical skills, with a demonstrated ability to lead root cause analysis for complex issues.
• Excellent communication and interpersonal skills, with the ability to convey technical information to non-technical stakeholders.
• Strong leadership and team management capabilities, with experience mentoring and coaching teams.
• Ability to manage multiple high-priority problems simultaneously while ensuring that they are resolved in a timely and efficient manner.
• Proven ability to drive continuous improvement in processes and service quality.
• Experience in managing problems in multi-cloud, hybrid, or enterprise IT environments.
• Strong leadership and decision-making abilities with a calm and structured approach to complex and high-pressure situations and results-oriented with a focus on delivering measurable improvements and permanent resolutions.