Problem Manager

Problem Governance:

• Own and improve the ITIL-aligned Problem Management process.
• Review and triage Problems for completeness, priority, and incident linkage.
• Maintain the Problem backlog, identify tasks/owners, and track progress.

Root Cause Analysis (RCA):

• Lead RCA sessions using structured methods (5 Whys, Fishbone, Fault Tree).
• Validate RCA results and document evidence-based root causes and known errors.

CAPA Coordination:

• Develop, track, and follow up on CAPA plans with clear owners and due dates.
• Coordinate with Support, Application, Infrastructure, Developers, and Service Providers.