The Problem & Knowledge Management Lead is responsible for driving stability, service quality, and organizational learning by managing the end-to-end processes of Problem Management and Knowledge Management. The role ensures that recurring incidents are eliminated through root-cause analysis and that high-quality knowledge content is created and maintained to empower support teams and end users.

Key Responsibilities :

1. Problem Management :

Proactive & Reactive Problem Handling :

- Lead the lifecycle of problems : detection, logging, categorization, investigation, RCA, workaround creation, resolution, and closure.

- Review major incidents to identify potential problems and initiate proactive problem tickets.

- Ensure effective prioritization based on business impact, frequency, and risk.

Root Cause Analysis & Governance :

- Facilitate structured RCA workshops using methods such as 5 Whys, Fishbone, Fault Tree Analysis, etc.

- Document RCA findings and ensure completeness of corrective and preventive actions (CAPA).

- Track CAPA progress and validate outcomes for long-term service stability.

Collaboration & Communication :

- Work closely with Incident, Change, Release, and Engineering teams to eliminate recurring issues.

- Communicate problem trends, risks, and action plans to leadership and stakeholders.

- Drive Problem Management reviews and publish problem trend dashboards.

2. Knowledge Management :

Knowledge Strategy & Governance :

- Own the Knowledge Management process, standards, and content governance model.

- Define templates, workflows, approval rules, and quality criteria for knowledge articles.

Content Development & Maintenance :

- Ensure the creation of high-quality knowledge articles for service desk, L2/L3 teams, and end-users.

- Conduct periodic reviews to ensure accuracy, currency, and effectiveness of articles.

- Promote self-service adoption through a well-structured knowledge base.

Training & Adoption :

- Conduct training for support teams on knowledge creation, usage, and maintenance.

- Drive adoption of the Knowledge Base across the organization to reduce repeat incidents and tickets.

- Measure knowledge effectiveness through usage analytics, feedback, and ticket deflection metrics.

3. Tools, Reporting & Metrics :

ITSM Tools :

- Manage Problem and Knowledge modules in ITSM platforms such as ServiceNow, BMC Remedy, Jira Service Management, etc.

- Identify improvements to workflows, automation rules, categorization, and reporting capabilities.

KPI Measurement :

Track and publish KPIs including :

- Number of open vs. resolved problems

- Recurrence reduction rate

- Mean Time to Identify (MTTI) root cause

- CAPA implementation rate

- Knowledge article usage & effectiveness

- Self-service adoption metrics

- Ticket deflection rate via knowledge base

4. Continuous Service Improvement :

- Identify recurring pain points through trend analysis and operational insights.

- Create CSI plans to improve service stability and support operations.

- Work with Quality, Compliance, and Service Owners to align improvements with organizational goals.

Education :

UG : Any Graduate

Key Skills :

Skills highlighted with are preferred keyskills :

- Change Management

- Problem Management

- Incident Management