Own and improve the ITIL-aligned Problem Management process.
Review and triage Problems for completeness, priority, and incident linkage.
Maintain the Problem backlog, identify tasks/owners, and track progress.
Lead RCA sessions using structured methods (5 Whys, Fishbone, Fault Tree).
Validate RCA results and document evidence-based root causes and known errors.
Develop, track, and follow up on CAPA plans with clear owners and due dates.
Coordinate with Support, Application, Infrastructure, Developers, and Service Providers.
Ensure fixes are implemented, tested in UAT, and prepared for Production deployment.
Provide regular updates to stakeholders and management.
Prepare dashboards/reports on trends and improvement opportunities.

Problem Manager

Key skills