Seeking a proactive Problem Manager with 6+ years of ITSM experience to lead end-to-end Problem Management within CFS. Responsible for identifying recurring incidents conducting RCA and driving permanent fixes to improve service stability. Requires solid ITIL knowledge stakeholder management and collaboration across application infrastructure cloud network security and support teams to drive continuous service improvement and minimise business impact.
Responsibilities
Manage the end-to-end Problem Management process ensuring compliance with ITIL best practices and service governance.
Drive root cause analysis (RCA) and coordinate permanent corrective actions to eliminate recurring incidents.
Perform trend analysis on incidents and problems to identify improvement opportunities and enhance service stability.
Collaborate with cross-functional teams stakeholders and service delivery teams to reduce business impact and improve operational efficiency.
Prepare governance reports track KPIs/SLAs and lead continuous service improvement initiatives through process optimisation and automation.
Certifications Required
ITIL V4 Foundation certification required Agile or ServiceNow certification preferred
📌 Technical Lead (India)
🏢 Cognizant
📍 India
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