Problem Manager

Job Summary

The Problem Manager is responsible for managing the lifecycle of all problems within the IT environment, ensuring timely identification, root cause analysis, and resolution to prevent recurrence of incidents. This role plays a critical part in maintaining service stability and driving continuous improvement across BDTS operations.

Key Responsibilities

• Own and manage the end-to-end problem management process, from detection through RCA to closure, ensuring compliance with service level agreements and regulatory standards.
• Lead RCA efforts using tools like HP ESM, ensuring historical data is leveraged for faster diagnosis and resolution.
• Collaborate with Incident Managers, Change Managers, and Application / Infra Support teams to ensure seamless problem resolution and stakeholder alignment.
• Maintain and enhance the problem management knowledge base to support proactive incident prevention and training.
• Ensure all problem records and resolutions adhere to internal policies and regulatory guidelines.
• Coordinate with external vendors and internal teams for resource allocation, PO issuance, and contract renewals related to problem management support.
• Generate regular reports on problem trends, resolution effectiveness, and improvement opportunities for senior leadership review.

Required Skills & Qualifications

Preferred Certifications

Skills Required

Dynatrace, Service Now