Company Name: VARITE India Private Limited

About The Client

An Indian multinational information technology (IT) consulting company headquartered in Noida, The company has offices in 52 countries and over 225,944 employees. The Client is a global IT services and consulting company that offers a wide range of services and products across various industries like IT Infrastructure Services, Cybersecurity Services, Cloud Services, Big Data and Analytics, Internet of Things (IoT) Solutions, Semiconductor Services and Enterprise Software Products.

Essential Job Functions:

- Own and manage reactive problem records triggered by Major Incidents (P1/P2) and recurring incidents.

- Facilitate and govern Root Cause Analysis (RCA) sessions with cross-functional teams.

- Ensure timely completion and quality of:

- Problem records.

- Root Cause documentation.

- Corrective and Preventive Actions (CAPA).

- Track and drive closure of Problem tasks and action items through the ITSM tool.

- Ensure effective linkage between Incidents, Problems, Changes, and Knowledge Articles.

- Monitor and improve MTTR, recurrence rate, and incident reduction metrics.

- Identify proactive problems using trend analysis of:

- Repeated incidents.

- Known Errors.

- Event logs, alerts, and performance data.

- Perform data analysis using ServiceNow reports, dashboards, and analytics to detect underlying issues.

- Drive creation and maintenance of:

- Known Error Database (KEDB).

- Preventive problem records.

- Workarounds and permanent fixes.

- Collaborate with Operations, Engineering, and Change teams to prevent future incidents.

- Strong working knowledge of the ServiceNow Problem Management module.

- Ensure proper configuration and usage of:

- Problem workflows.

- RCA templates.





- Related Records (Incident–Problem–Change–Knowledge).

- Design and maintain Problem Management dashboards and KPIs:

- Problem backlog.

- RCA SLA compliance.

- Repeat incident rate.

- Problem ageing.

- Support automation and continuous improvement initiatives within ServiceNow.

- Define and enforce Problem Management processes, policies, and standards (ITIL aligned).

- Conduct regular problem reviews, audit checks, and governance calls with stakeholders.

- Provide insights and recommendations to leadership based on problem trends and risk analysis.

- Drive Continuous Service Improvement (CSI) initiatives related to stability and reliability.

- Work closely with

- Incident & Major Incident Managers.

- Change & Release Managers.

- Application and Infrastructure teams.

- Service Owners and Business Stakeholders.

- Act as the single point of accountability for Problem Management outcomes.

Qualifications

- Experience: 7to 9 years.

- 6–8 years of experience in IT Service Management, with a strong focus on Problem Management.

- Hands-on experience with ServiceNow ITSM (Problem module).

- Strong knowledge of ITIL v3 / ITIL 4 principles and lifecycle processes.

- Proven experience in RCA methodologies (5 Whys, Fishbone, Ishikawa, etc.).

- Solid analytical skills and ability to interpret operational data.

- Excellent communication, facilitation,



and stakeholder management skills.

- ITIL v3 / ITIL 4 Certification (Preferred).

- ServiceNow CSA or equivalent (Preferred).

- Experience working in large, global ITSM environments.

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit Jobs In India – VARITE.

Unlock Rewards: Refer Candidates and Earn.

If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE.

Experience Level Bonus Referral:

0-2 years

INR 5,000

2-6 years

INR 7,500

6+ years

INR 10,000

About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.

Equal Opportunity Employer:

VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.

📌 Problem Management (Noida)
🏢 VARITE
📍 Noida