The Problem Manager is responsible for proactively identifying, managing, and resolving underlying causes of incidents to prevent recurrence. This role focuses on minimizing service disruption, improving system stability, and driving continuous service improvement (CSI) through structured problem management practices.
The individual will collaborate with cross-functional teams, senior leadership, and external stakeholders to conduct Root Cause Analysis (RCA), implement permanent fixes, and ensure consistent adherence to ITIL processes.
Experience - 4 to 7 Years
.Location - Bangalore (Yelahanka) and Pune (Kharadi)
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Key Responsibilities
Problem Management & Resolution
- Ensure all Problems are managed in accordance with established processes and procedure
- Identify, log, track, and prioritize Problems effectively within the reporting system
- Drive root cause analysis (RCA) by engaging appropriate technical and resolving team
- Ensure timely implementation of corrective and preventive action
- Manage known errors and workarounds to minimize service impact
- Ensure Problem actions are completed within agreed timeline.
Continuous Service Improvement
- Conduct Post Implementation Reviews (PIR) and drive continuous improvement initiative
- Recommend and implement process improvements to prevent recurrence of incident
- Develop and promote best practices for problem detection, analysis, and resolution
Stakeholder Management & Communication
- Communicate complex technical issues in a clear and concise manner to non-technical stakeholders, including senior management and executive
- Provide regular updates on ongoing issues, escalations, and improvement initiative
- Collaborate with business units and customers to design effective problem-solving strategie
- Ensure high levels of customer satisfaction across managed processes
Coordination & Collaboration
- Coordinate with internal teams, external vendors, and third-party service providers to resolve complex issue
- Facilitate collaboration among multiple technical teams across different technologies
- Oversee and consolidate specialist inputs and recommendation
Governance, Reporting & Complian
- Maintain accurate documentation and audit trails of all Problem Management activities
- Ensure compliance with defined audit controls and governance standard
- Provide regular reporting to the Head of IPC (Incident & Problem Control) on issues, trends, and improvement opportunities
Knowledge Management
- Promote knowledge sharing and capability development within the organizatio
- Support training initiatives and documentation of known errors, solutions, and best practice
Key Skills & Experience
Technical & Professional Expertise
- Strong experience in ITIL Problem Management and Continuous Service Improvement (CSI
- Proven track record in incident prevention and root cause analysis
- Experience working with third-party vendors and outsourced IT service provider
- Deep understanding of IT service management frameworks and improvement methodologies.
- Core Competencies
- Excellent written and verbal communication skills in English
- Ability to translate technical information for non-technical audience
- Strong organizational awareness and stakeholder management skill
- Ability to lead cross-functional teams and foster collaboration
Key Interfaces
Internal Stakeholders
- IT Directors and Senior Management
- Business Heads and Department Managers
- Project Managers, Directors, Sponsors, and Steering Committees
- Service Management and Service Operations Teams
- Multiple Technical Teams
External Stakeholders
- IT Service Management Vendors
- Offshore Outsourcing Partners
- AXA GO / CTO Office
- Operating Company Service Management Teams
