IT Problem Manager
Hyderabad, IN
ABOUT US:
As a world leading provider of integrated solutions for the alternative investment industry, Alter Domus (meaning “The Other House” in Latin) is proud to be home to 90% of the top 30 asset managers in the private markets, and more than 6,000 professionals across 24 jurisdictions.
With a deep understanding of what it takes to succeed in alternatives, we believe in being different - in what we do, in how we work and most importantly in how we enable and develop our people. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take.
Find out more about life at Alter Domus at careers.alterdomus.com
Role Overview
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.
Key Responsibilities
- 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.
Required Skills & Experience
- 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.
Key KPIs / Success Metrics
- Reduction in recurring incidents.
- Timely closure of Problem Records.
- Quality and completeness of RCA reports.
- Compliance with ITIL processes.
- Stakeholder satisfaction.
WHAT WE OFFER
We are committed to supporting your development, advancing your career, and providing benefits that matter to you.
Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning.
Our global benefits also include:
- 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
Equity in every sense of the word:
We are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong.
We celebrate our differences, and understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. We take pride in creating a workplace where all our people are empowered to be truly invested in the alternative and bring their whole selves to work.
We are committed to ensuring a welcoming recruiting and onboarding process for everyone. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you.
(Alter Domus Privacy notice can be reviewed via Alter Domus webpage: https://alterdomus.com/privacy-notice/)
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