
Problem Management Professional
6 days ago
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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