26 Aug
|
Wipro
|
Ahmedabad
Job Description #body.unify div.unify-button-container.unify-apply-now: focus, #body.unify div.unify-button-container.unify-apply-#body.unify div.unify-button-container.unify-apply-now: focus, #body.unify div.unify-button-container.unify-apply
- Job Title: Problem Manager ITIL - 6 TO 8 Yrs - Ahamedabad
City: Ahmedabad
State/Province: Gujarat
Posting Start Date: 6/29/26
Problem Manager ITIL - 6 TO 8 Yrs - Ahamedabad
Problem Manager (ITIL)
Location
Ahmedabad
Role Purpose
The Problem Manager is responsible for end-to-end ownership of the Problem Management process, ensuring root cause identification, elimination of recurring incidents, service stability, and continuous service improvement. The role plays a critical part in reducing business impact by preventing incidents and minimizing the effects of unavoidable incidents.
Key Objectives of the Role
Reduce recurring incidents and improve overall service availability
Perform Root Cause Analysis (RCA) and drive permanent fixes
Maintain Known Error Database (KEDB)
Improve Mean Time to Resolve (MTTR)
Enable proactive problem identification
Drive continual service improvement (CSI)
Scope of Work (Problem Management Parameters)
1. Problem Identification
Identify problems via:
Trend analysis of incidents
Major incidents
Proactive monitoring
Supplier notifications
CSI initiatives
Raise and log problem records in ITSM tool (ServiceNow, Remedy, etc.)
2. Problem Categorization & Prioritization
Ensure problems are correctly:
Categorized
Assigned impact and urgency
Prioritized based on business impact
Align problem priority with SLA, OLAs, and business criticality
3. Root Cause Analysis (RCA)
Lead and facilitate RCA sessions using methodologies such as:
5 Whys
Fishbone (Ishikawa)
Kepner-Tregoe
Fault Tree Analysis
Ensure RCA documentation is:
Accurate
Fact-based
Action-oriented
Drive collaboration with:
Infrastructure teams
Application teams
Network/Security
Vendors / OEMs
͏
͏
͏
͏
Mandatory
📌 Problem Manager Itil (Ahmedabad)
🏢 Wipro
📍 Ahmedabad