ITIL Problem Management Lead

About the role

Continuous Service Improvement ability to lead service maturity, optimization, and efficiency improvements through structured CSI cycles. Usage of AI and Generative AI tools for early problem identification and RCA acceleration. Proficiency in ServiceNow Problem module, Advanced RCA & Analytics Expertise in structured RCA methods (5-Whys, Fishbone)

What you'll do

• Problem Lifecycle Ownership – End‑to‑end ownership from problem detection to closure with RCA completion within SLA
• Root Cause & Fix Execution – RCA (5 Whys, Fishbone, KT, FTA) and execution of CAPA / permanent fix plans
• Service Improvement & CSI Delivery – SIP delivery with measurable improvements and repeat incident reduction metrics
• Problem Governance & Change Collaboration – Monthly governance reporting, KEDB upkeep, and coordination with Change to prevent recurrence
• Adoption of AI and automation tools to enhance the productivity

What you need

• 5–8 yrs of experience
• ITIL
• Root cause analysis
• LLMs
• ServiceNow
• Any graduate