Problem Management Specialist

We are seeking a seasoned IT Service Management (ITSM) professional to own and govern our end-to-end Problem Management lifecycle. In this role, you will lead both proactive and reactive problem investigations to identify underlying causes of recurring incidents and service disruptions across our enterprise technology landscape. You will drive accountability across diverse infrastructure, cloud, security, and application teams to resolve systemic issues and continuously improve platform stability. Core Responsibilities Problem Management Leadership • Lifecycle Governance: Own and govern the end-to-end Problem Management lifecycle in alignment with ITIL best practices. • Root Cause Analysis (RCA): Facilitate structured RCA sessions using methodologies such as 5 Whys, Fishbone Analysis, Fault Tree Analysis, and Kepner-Tregoe. • Known Error Management: Establish and maintain a Known Error Database (KEDB), ensuring accurate documentation of known errors and workarounds. • Remediation Tracking: Track corrective and preventive actions through to resolution and verify the effectiveness of implemented fixes. • Cross-Functional Accountability: Drive accountability across Infrastructure, Network, Cloud, Security, End User Computing, and Application teams to resolve systemic issues. Service Reliability & Continuous Improvemen • tData-Driven Analysis: Analyze incident, change, and operational data to identify trends, recurring issues, and opportunities for service improvement • .Platform Stability: Develop and present actionable recommendations to improve platform stability, reduce incident volumes, and enhance service performance • .Service Reviews: Lead recurring service review meetings focused on problem trends, chronic issues, and risk mitigation • .Automation & Optimization: Identify automation opportunities and process improvements that reduce operational effort and prevent recurring incidents • .Operational Excellence: Contribute to operational excellence initiatives, knowledge management, and runbook enhancements . Governance, Reporting & Analyti • csITSM Tooling: Utilize ServiceNow Problem Management capabilities to manage problem records, known errors, corrective actions, and reportin • g.Metrics & KPIs: Establish KPIs and metrics related to problem management effectiveness, including recurring incident reduction, RCA completion, and corrective action closur • e.Executive Reporting: Create executive-level dashboards and reports highlighting service health trends, top recurring issues, and improvement initiative • s.Compliance: Ensure compliance with ITIL processes, documentation standards, and audit requirement s. Major Incident & Change Collaborat • ionPIR & Escalation: Partner with Major Incident Management teams to transition high-priority incidents into formal problem investigations and lead Post-Incident Reviews (PIR • s).Change Alignment: Collaborate with Change Management teams to ensure corrective actions are properly planned, tested, and implement • ed.Risk Assessment: Assess risks associated with recurring issues and provide recommendations for long-term remediati on. Qualificat ionsRequired Experience & Sk • illsExperience: 5+ years of experience in IT Operations, with at least 3 years explicitly focused on Problem Management, Service Reliability, or IT Service Management (IT • SM).Certifications: ITIL Foundation certification is required; ITIL Managing Professional or Advanced certifications are highly prefer • red.Technical Platform Expertise: Strong hands-on experience with ServiceNow Problem Management, Incident Management, and reporting modu • les.RCA Facilitation: Proven experience conducting complex Root Cause Analysis and facilitating cross-functional problem review sessi • ons.Enterprise Infrastructure Knowledge: Strong understanding of enterprise IT infrastructure including Servers, Cloud, Network, End User Computing, and Applicati • ons.Data & Communication: Experience developing metrics, dashboards, and executive reporting alongside excellent facilitation and stakeholder management ski • lls.Influence: Ability to influence technical teams and drive the resolution of long-standing operational iss ues. Preferred Qualifica • tionsExperience implementing Problem Management programs or maturing ITSM proce • sses.Familiarity with Site Reliability Engineering (SRE), Reliability Engineering, or Operational Excellence framew • orks.Experience with data visualization tools such as Power BI, Tableau, or ServiceNow Performance Analy • tics.Knowledge of automation platforms and operational process optimiza tion.