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Alter Domus Logo Alter Domus · IT - Administration

IT Problem Manager

India, Hyderabad · Job Posted March 22, 2026
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Job Description

The Problem Manager is responsible for identifying, analyzing, and eliminating the root causes of incidents to improve overall service stability. The role ensures that problems are proactively detected, RCA is performed effectively, and corrective measures are implemented to prevent recurrence.

Job Responsibility

  • Proactively identify and analyze problems through incident trend analysis
  • Conduct detailed Root Cause Analysis (RCA) using methodologies such as 5 Whys, Fishbone, and KT
  • Create and manage Problem Records and Known Errors as per ITIL framework
  • Track progress of problem tickets (Known Errors, Workarounds, PIRs)
  • Drive permanent fixes and preventive actions with technical teams
  • Maintain and improve the Problem Management process, policies, and KPIs
  • Ensure problems are logged, updated, and closed within agreed timelines
  • Facilitate Post-Incident Review (PIR) meetings for major incidents
  • Maintain and enhance the Problem Management Process and associated documentation
  • Work closely with Incident, Change, Application, and Infrastructure teams
  • Facilitate RCA workshops and ensure all participants contribute effectively
  • Provide regular reports to management on trends, risks, and improvements
  • Ensure timely updates and communication to stakeholders and leadership
  • Create dashboards and reports on recurring incidents, RCA status, and problem trends
  • Recommend service improvements and optimization opportunities
  • Analyze process gaps and propose enhancements
  • Maintain all problem records, known error database (KEDB), and workarounds
  • Convert RCAs into actionable knowledge articles for operational teams

Requirements

  • 10+ years of experience in IT Service operations
  • 5+ Years of experience in Problem Management
  • Strong understanding of ITIL v3/v4 Problem, Incident, and Change Management processes
  • Experience conducting RCA and facilitating cross-functional technical discussions
  • Data analysis and trend identification skills
  • Strong stakeholder management and communication abilities
  • Ability to drive accountability across distributed teams

What we offer

  • Support for professional accreditations such as ACCA and study leave
  • Flexible arrangements, generous holidays, plus an additional day off for your birthday
  • Continuous mentoring along your career progression
  • Active sports, events and social committees across our offices
  • 24/7 support available from our Employee Assistance Program
  • The opportunity to invest in our growth and success through our Employee Share Plan
  • Plus additional local benefits depending on your location
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