L3 Problem Manager - IT Service Management

NetConnectGlobal; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

NetConnectGlobal is seeking an experienced Problem Manager (L3) located in Dadri, Uttar Pradesh, to drive effective problem management processes in IT Service Management.

The ideal candidate will have over 8 years of experience, strong skills in ServiceNow, root cause analysis, and a proven ability to collaborate closely with teams to enhance service quality and operational efficiency.

Qualifications

• 8+ years of experience in Problem Management and IT Service Management.
• Strong expertise in root cause analysis and ServiceNow.
• Ability to collaborate with multiple teams for operational efficiency.

Responsibilities

• Manage problem tickets and ensure timely closure.
• Coordinate with teams to investigate incidents and identify root causes.
• Conduct Root Cause Analysis for recurring incidents.

Skills

Problem Management

ITSM Processes

ServiceNow

Root Cause Analysis (RCA)

Knowledge Management

Stakeholder Management

Continuous Service Improvement

Job description

Role Overview

We are looking for an experienced Problem Manager (L3) to drive effective problem management processes and ensure timely resolution of recurring incidents.

The ideal candidate will possess strong expertise in IT Service Management (ITSM), root cause analysis, ServiceNow, and continuous service improvement, while collaborating closely with multiple teams to enhance operational efficiency and service quality.

Location & Experience

Location: Noida

Experience: 8+ Years

Roles & Responsibilities

• Manage problem tickets from the initial incident report through to resolution, ensuring proper tracking, timely closure, and high levels of customer satisfaction.
• Coordinate with cross-functional teams to investigate incidents, identify underlying root causes, and implement preventive measures to minimize recurrence.
• Conduct detailed Root Cause Analysis (RCA) for recurring or high‑impact incidents and drive initiatives focused on continuous service improvement.
• Develop, maintain, and update knowledge base articles for common and recurring issues to reduce repetitive troubleshooting efforts and improve issue resolution efficiency.
• Provide expert‑level guidance on IT Service Management (ITSM) principles, established processes, and ServiceNow best practices to support effective problem management.
• Ensure adherence to company policies, operational procedures, and regulatory requirements throughout the complete problem management lifecycle.
• Monitor and analyze problem trends, identify recurring patterns, and recommend corrective and preventive actions for long‑term resolution.
• Collaborate closely with Incident Management, Change Management, and Service Delivery teams to improve service stability and overall operational effectiveness.

Required Skills

• Problem Management
• ITSM Processes
• ServiceNow
• Root Cause Analysis (RCA)
• Knowledge Management
• Stakeholder Management
• Continuous Service Improvement