Problem Management Professional

3 days ago

Delhi, India Outworx Solutions Full time

Level: L2+L3

L2 (Experience 3-5 Years, Incase not explicitly mentioned)

  • Log and manage Problem Management (PM) tickets with end-to-end ownership in SNOW.
  • Coordinate initial problem records with relevant SMEs and CUSTOMER SPOCs.
  • Automate PM workflows and dashboards in SNOW.
  • Lead weekly and monthly governance meetings to analyze trends and recurring issues.
  • Identify potential problems through trend analysis, incident patterns, and RCA.
  • Drive RCA and CAPA submissions within defined timelines.
  • Coordinate change management for deploying permanent fixes.
  • Continuously improve PM processes based on lessons learned.
  • Publish monthly PM reports and dashboards, and weekly reports to resolver groups.
  • Maintain audit and compliance trails for all PM activities.
  • Follow up with resolver groups for RCA and CAPA documentation.
  • Update the knowledge base and known error database with documented workarounds.
  • Govern the problem lifecycle globally, excluding technical deployment.
  • Periodically audit the PM process to ensure policy and standards compliance.
  • Facilitate PM calls with full ownership to identify RCA and CAPA

Tools and Technologies:

  • ITIL Processes, ServiceNow, Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

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