Specialist - ITSM Problem Management
Department: IT
Employment Type: Permanent - Full Time
Location: Pune

Description
The Problem Manager is the global process lead accountable for reducing the likelihood and impact of incidents by identifying and managing actual and potential causes, workarounds and known errors. Based in Pune, this senior individual contributor will govern reactive and proactive Problem Management across business-critical insurance services, convert operational data into prevention priorities and influence technical owners to deliver sustainable risk reduction. The role does not own engineering fixes; it owns the quality, transparency and momentum of the problem lifecycle. It will also mentor junior Process Analysts.

Key Responsibilities

• Own the global ITIL 4 Problem Management practice, policy, lifecycle controls, governance cadence, prioritization model, metrics and continual-improvement roadmap.

• Initiate and govern reactive problems from major incidents, repeated incidents and material service degradation, ensuring scope, impact, evidence,



ownership and investigation approach are explicit.

• Lead proactive problem identification using incident patterns, monitoring signals, service trends, vendor data, capacity concerns, known technical debt and operational risk indicators.

• Facilitate rigorous root-cause analysis using methods appropriate to the evidence and complexity; challenge unsupported conclusions and distinguish symptoms, contributing factors, root causes and control failures.

• Govern workarounds and known errors so they are validated, risk-assessed, searchable, linked to affected services/CIs and incidents, and communicated through Knowledge Management.

• Maintain a risk-based problem backlog, prioritize by recurrence, business/customer impact, service criticality, exposure and feasibility, and escalate stalled corrective action to the appropriate governance forum.

• Ensure permanent corrective actions have accountable techn

📌 Specialist - ITSM Problem Management (Pune)
🏢 Davies
📍 Pune