Job Description: Problem Manager/Analyst

Experience: 3 to 5 Years

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Role Overview

The Problem Manager/Analyst is responsible for complete ownership of the Problem Management lifecycle, ensuring proactive detection, root cause elimination, and long‑term service stability. The role requires strong governance, high‑quality RCA standards, and close collaboration across technical, operational, and business teams.

Key Responsibilities

Lead, mature, and optimize ITSM and ITOM processes including Problem, Incident, Request, Knowledge, Change, Release, Event, Service Transition, and CMDB Management. Develop business cases that enhance ITSM/ITOM capabilities and ensure consistent deployment and adherence across all business units.

Own the end‑to‑end Problem Management lifecycle including detection, logging, categorization, pr...