ITIL Problem Management (NCS/Job/ 3568)

Key Responsibilities:

• Own and manage the Problem Management lifecycle as per ITIL framework
• Perform root cause analysis (RCA) for recurring and high-impact incidents
• Identify trends and patterns in incidents to proactively raise problems
• Drive permanent fixes and preventive actions in collaboration with technical teams
• Maintain and manage the Known Error Database (KEDB)
• Work closely with Incident and Change Management teams
• Ensure timely resolution of problems and adherence to SLAs/KPIs
• Lead problem review meetings and track action items
• Conduct post-incident reviews (PIRs) for major incidents
• Prepare reports, dashboards, and continuous improvement plans