In a dynamic, multicultural environment, the Problem Manager drives robust problem management processes, leads major incident investigations, trains teams, delivers insightful reports to senior management, steps in as incident manager when needed, and champions smart, data-driven improvements across the organization.

Mandatory Skill(s)

• Must have 06 years of proven Incident/Problem Manager experience with strong ITIL Incident and Problem Management expertise;
• Must have experience in banking environments with strong knowledge of Change, Configuration, and Availability processes, supported by solid managerial competence;
• Effective with stakeholders, experienced in managing diverse global teams in operational environments, and highly aware of regional cultures;
• Skilled in Microsoft Office (Excel, Visio, PowerPoint) with strong coordination abilities for managing complex IT technical investigations.

Desirable Skill(s)

• Strong verbal and written communication skills with excellent problem-solving and logical thinking abilities is Desired;
• A process-oriented team player with excellent people skills and a strong ability for innovative, out-of-the-box thinking;
• Strong presentation skills with the ability to deliver information clearly and concisely.

Responsibilities

• Responsible for tracking issues with problem owners, communicating impacts to stakeholders, and preparing Problem Management reports and KPIs;
• Chairs problem meetings, drives known error database use, manages CMDB fixes, and tracks problem progress;
• Monitors KPIs, participates in problem management meetings focusing on major incidents and RCA status, and creates and updates Problem Records;
• Proactively identifies operational issues and trends, provides reporting, and drives resolution in collaboration with technical teams;
• Manages the problem record lifecycle, ensuring issues are tracked to resolution, with strong experience using ServiceNow to support problem management activities;
• Participates in post-mortem meetings and leads investigations to identify root causes, mitigation actions, and service improvement initiatives across people, processes, and technology.

If you are interested in this role, click on the “Apply to this job” button below or you could also write in with your CV to Shilpi Gupta at Shilpi.G@sciente.com quoting the job title.