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stefanini north america and apac

Sr. Problem Controller

stefanini north america and apac
Noida, India
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  • Posted 11 days ago
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Job Description

Details:

Job Description

Responsibilities:

  • Drive E2E Governance for the PM Tower on behalf of the client, managing vendors relationships and their respective delivery performance, playing the role of a Service Integrator.
  • Perform Problem Management Data/Trend analysis under the strategical guidance of Service Management
  • Lead PM process throughout its entire lifecycle and enable collaboration for internal and external stakeholders
  • Ensure transparency and compliance in underlying processes and policies for the function
  • Assist in improvement and maintenance of the KEDB
  • Liaise with Change Management division to maximize PM process outputs efficiency
  • Leverage infrastructure teams and suppliers to identify and address Problem candidates
  • Enable IT Management and technical personnel to enforce Problem Management best business practices and enhanced processes across the organization
  • Handling operational and tactical communication for records with high impact on business-critical components
  • Facilitate identification of root causes according to the appropriate RCA method (5 whys, Pareto, Ishikawa, Fault Tree, etc.) aimed to a more efficient resolution for open records
  • Promote Transformation/Automation journeys initiatives as per Stefanini strategy

Keep track and report on service health and potential metrics status (SLAs, KPIs) to the involved boards

Job Requirements

Details:

  • Familiar with Microsoft Cloud Technologies (Ex: O365, Azure)
  • Understanding of IT infrastructure components & business critical aspects: Networking, Servers, Security, Domains, Virtualization
  • Mandatory: previous experience in Problem Management
  • Fluent in Service Management core processes: Change, Problem, Incident, CSI, Request, Knowledge
  • Soft skills: Strong communication; Problem solving; Analysis; Creativity / Innovation; Customer sensitivity: Technical writing skills; Liaison skills;
  • Organizational sensitivity: understands the formal structure of Stefanini, its culture and business/technology environment, its brand and people values, aligns actions and behavior with the company needs and priorities;
  • Results orientation: focuses on the delivery of targets, quality and deadlines;
  • English proficiency and business communication acumen.
  • ITIL V4 or SIAM Foundation Certified

ITSM System Proficiency: 4Me or ServiceNow

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
It Service Management
Employment Type:
Full time

Job ID: 147428231

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Last Updated: 23-05-2026 07:25:27 PM
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Skills:

O365, Servicenow, Networking, Servers, Domains, Problem Management, Azure, Virtualization, Service Management core processes, ITSM System Proficiency, SIAM Foundation, Security, 4Me, Microsoft Cloud Technologies, IT infrastructure components, ITIL V4