Job Description

Role Summary

We are looking for a proactive and results-oriented Problem Manager with 6-8 years of experience in IT Service Management (ITSM) to lead enterprise Problem Management practices. The candidate will be responsible for driving root cause elimination, reducing recurring incidents, ensuring governance compliance, delivering insightful reporting, and fostering continual service improvement. The role requires strong stakeholder management, leadership capabilities, and the ability to work independently as an individual contributor while influencing cross-functional teams. The candidate should bring innovative value-add initiatives to improve service stability and operational excellence.

Key Responsibilities

Own the Problem Management lifecycle in alignment with ITIL/ITSM practices, including problem identification, prioritisation, investigation, resolution, and closure.
Drive proactive and reactive problem identification using incident trends, recurring issue analysis, monitoring insights, and operational data.
Lead Root Cause Analysis (RCA), track corrective and preventive actions, and ensure timely closure with clear ownership.
Maintain problem records, workarounds, known errors, and the Known Error Database (KEDB) with complete and accurate documentation.
Govern backlog, ageing, SLA/KPI adherence, risks, dependencies, escalations, and audit compliance.
Prepare and present dashboards, service reviews, executive reports, and actionable insights to stakeholders.
Collaborate with Incident, Major Incident, Change, Knowledge, technical, vendor, and business teams to prevent recurrence and improve service outcomes.
Drive Service Improvement Plans, automation, process optimisation, lessons learned, and measurable value-add initiatives.
Act as an individual contributor who demonstrates ownership, leadership, sound decision-making, and influence without direct authority.

Primary Skills

Problem Management
Governance & Reporting
Stakeholder Management
ITIL / ITSM Process Management
Root Cause Analysis (RCA)
Continual Service Improvement (CSI)
KPI / SLA Management
Service Improvement Planning
Leadership & Influencing Skills
Proactive Mindset
Individual Contributor
Executive Communication & Presentation Skills
Risk & Trend Analysis

Secondary Skills

Problem Management
Incident Management
Major Incident Management
Change Management
Knowledge Management
ServiceNow (or equivalent ITSM platform)
Automation & Process Optimization

Cross Functional Services (CFS) Problem Manager - Bangalore