Problem Management Specialist

3 weeks ago

Hyderabad, India Phenom Full time

About Phenom

At Phenom, our purpose is simple yet ambitious:
to help a billion people find the right work
. We are an AI-powered Talent Experience Management (TXM) platform, redefining how organizations attract, engage, and retain talent. With offices in 6 countries and 1,500+ employees, we are proud to be an HR Tech unicorn driving innovation at a global scale. Join us and help make every talent moment phenomenal

Role Overview

We are seeking a
Problem Management Lead
to own and mature our Problem Management process. In this role, you'll oversee problem identification, root cause analysis, and preventive actions—partnering closely with engineering, incident, and change management teams. Your work will directly impact system reliability, user experience, and the culture of continuous improvement at Phenom.

Key Responsibilities

Problem Management Oversight

  • Own and manage the Problem Management process in alignment with ITIL best practices.
  • Develop, implement, and continuously improve policies, workflows, and procedures.
  • Ensure accurate logging, classification, and prioritization of problems.
  • Collaborate with Agile application teams to embed problem management into delivery processes.

Root Cause Analysis & Resolution

  • Investigate major incidents and conduct root cause analysis (RCA).
  • Partner with cross-functional teams to define corrective and preventive actions.
  • Track and ensure implementation of permanent solutions to prevent recurrence.

Proactive Problem Identification

  • Analyze incident trends and monitoring data to identify potential risks.
  • Drive proactive measures to prevent service interruptions before they occur.

Reporting & Metrics

  • Create and deliver regular problem management reports, highlighting RCA findings and trends.
  • Define, track, and present KPIs to measure process effectiveness.

Collaboration & Communication

  • Partner closely with Incident, Change, and other Service Management functions for process integration.
  • Keep stakeholders updated on investigations and resolution progress.
  • Mentor teams and foster a culture of problem prevention and continuous improvement.

Qualifications

Education & Experience

  • Bachelor's degree in Computer Science, Information Systems, or equivalent experience.
  • 5+ years in IT Service Management, with at least 2 years in Problem Management.

Skills & Competencies

  • Strong knowledge of ITIL; ITIL Foundation Certification required (Intermediate/Expert preferred).
  • Hands-on experience with ITSM tools (Jira Service Management, ServiceNow, etc.).
  • Proficiency in RCA techniques (5 Whys, Fishbone Diagram, Fault Tree Analysis).
  • Strong understanding of cloud platforms (AWS, Azure, GCP), microservices, APIs, and CI/CD.
  • Experience with observability tools (Splunk, Datadog, New Relic).
  • Analytical mindset with strong data interpretation and reporting skills (Excel, SQL, BI tools).
  • Excellent communication skills; ability to explain technical problems in business terms.
  • Proven ability to influence across teams and drive improvement initiatives.

Preferred

  • Experience in Agile/DevOps environments.

Why Join Us?

  • Be part of a fast-growing organization with career pathing and development opportunities.
  • Flexible work schedules, parental leave, and wellness benefits.
  • Inclusive culture celebrating diversity, equity, and belonging.
  • Perks, learning opportunities, and the chance to build products that change how the world works.

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