Itil Problem Manager

Job description

**Job Title: ITIL Problem Management Specialist** **Location:** Hyderabad **Experience:** 515 Years **Employment Type:** Full-Time **Job Summary** We are seeking an experienced **ITIL Problem Management Specialist** responsible for identifying, analyzing, and resolving recurring incidents and underlying problems in IT services. The role focuses on improving service stability by driving **root cause analysis (RCA)** and implementing **permanent fixes** aligned with ITIL best practices. **Key Responsibilities** **Problem Management Process** - Own and drive the **end-to-end Problem Management lifecycle**. - Identify trends from incidents and proactively create problem records. - Conduct **Root Cause Analysis (RCA)** using structured methodologies (5 Whys, Fishbone, Kepner-Tregoe). - Ensure timely closure of problems with permanent fixes. **Incident & Problem Coordination** - Work closely with **Incident Management teams** to identify recurring issues. - Reduce incident recurrence by implementing corrective and preventive actions. - Manage **Major Problem Reviews (MPRs)** and Post Incident Reviews (PIRs). **Governance & Reporting** - Track and publish **Problem Management KPIs**: - Problem resolution time - Recurring incidents reduction - Known error database effectiveness - Prepare reports for stakeholders and leadership teams. - Ensure compliance with **ITIL v3 / ITIL 4 frameworks**. **Known Error Database (KEDB)** - Maintain and update **Known Error Database** with workarounds and fixes. - Ensure support teams can access KEDB for quick resolution. **Continuous Improvement** - Identify improvement opportunities in IT processes. - Drive initiatives to enhance **service reliability and stability**. - Participate in audits and process improvement programs. **Required Skills** **Core ITIL Skills** - Strong hands-on experience in: - **Problem Management (mandatory)** - Incident & Change Management integration - Deep understanding of **ITIL v3 / ITIL 4 framework**