- Manage the end-to-end Problem Management process according to ITIL standards, ensuring all problems are recorded, categorized, prioritized, and resolved effectively. - Ensure appropriate escalation procedures are followed, involving senior management and key stakeholders as necessary. - Produce regular reports on problem trends, including metrics such as problem frequency, average resolution time, and SLA performance. - Collaborate with other IT service management processes, such as Change Management and Incident Management, to ensure smooth operation and integration of the Problem Management process.