Problem Manager

Primary Responsibilities:

• Develop and oversee the problem management framework, incorporating RACI, methodologies, and training for the team.
• Direct and facilitate root cause analysis for significant incidents (P1/P2) to guarantee effective and uniform problem resolution.
• Manage the entire lifecycle of problem records and spearhead remediation efforts across personnel, processes, and technology.
• Generate post-incident reports, key performance indicators (KPIs), and regular updates for management that provide clear insights and recommendations.
• Lead post-mortem discussions, problem review sessions, and promote collaboration across teams to tackle recurring challenges.
• Recognize trends, operational risks, and known errors while ensuring the accuracy of ServiceNow records, CMDB data, and documentation.
• Serve as incident manager as needed and uphold robust communication with stakeholders regarding the status and impact of problems.