Cross Functional Services (CFS) – Problem Manager - Bangalore

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