Problem Manager

Nuestra Cynosure Software Solutions; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Nuestra Cynosure Software Solutions is seeking a Problem & Knowledge Management professional to oversee problem lifecycle, RCA governance, and knowledge management initiatives. The role focuses on proactive problem handling, structured RCA workshops, and driving self-service through a robust knowledge base.

You will collaborate with Incident, Change, Release, and Engineering teams to reduce recurring issues, publish trend dashboards, and measure knowledge effectiveness using analytics and

Qualifications

• Lead the lifecycle of problems: detection, logging, investigation, RCA, workaround, resolution, and closure.
• Facilitate RCA workshops using methods such as 5 Whys, Fishbone, Fault Tree Analysis.
• Document RCA findings and ensure effectiveness of CAPA actions.
• Own the Knowledge Management process, standards, and content governance model.
• Promote self-service adoption through a well-structured knowledge base.
• Train support teams on knowledge creation, usage, and maintenance.
• Publish problem trend dashboards and KPI reports.
• Measure knowledge effectiveness through usage analytics, feedback, and ticket deflection metrics.

Responsibilities

• Manage ITSM Problem and Knowledge modules in ITSM platforms such as ServiceNow, Jira Service Management, BMC Remedy, etc.
• Identify improvements to workflows, automation rules, categorization, and reporting capabilities.
• Track KPIs including number of open vs resolved problems, recurrence reduction rate, MTTI, CAPA implementation rate, knowledge article usage, and ticket deflection metrics.
• Identify recurring pain points through trend analysis and prepare CSI plans to improve service stability.

Skills

Problem management

Knowledge management

RCA

Stakeholder communication

Training & adoption

Tools

ServiceNow

Jira Service Management

BMC Remedy

Job description

Job Description Problem & Knowledge Management

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.