Job description:
Job Description
Job Description
• CSI AI OPS Problem Lead
• Strong understanding of reactive & proactive problem management frameworks and governance. Continuous Service Improvement ability to lead service maturity, optimization, and efficiency improvements through structured CSI cycles.
• Usage of AI and Generative AI tools for early problem identification and RCA acceleration. Proficiency in ServiceNow Problem module, Advanced RCA & Analytics
• Use AI infusion to adopt Smart RCA and Casual analysis for ticket analysis.
• Analyse SLA's, Change, Capacity reports, Incident trend and top call driver and initiate proactive problem management and drive the CSI across the account and show the value to customer on cost, quality and cycle time improvements
• Expertise in structured RCA methods (5-Whys, Fishbone)
• Person to have understand of multi-tower problem correlation.
• Ability to work effectively with SMEs across Infra, Cloud, Network, DB, Storage, Security and engineering teams.
• Drive Knowledge Management and ensure effective development and usage of KEDB
• Strong analytical skill and data handling skills to break the data into different cut and make inference for actions.
Key Deliverables
• Problem Lifecycle Ownership – End‑to‑end ownership from problem detection to closure with RCA completion within SLA.
• Root Cause & Fix Execution – RCA (5 Whys, Fishbone, KT, FTA) and execution of CAPA / permanent fix plans.
• Service Improvement & CSI Delivery – SIP delivery with measurable improvements and repeat incident reduction metrics.
• Problem Governance & Change Collaboration – Monthly governance reporting, KEDB upkeep, and coordination with Change to prevent recurrence.
• Adoption of AI and automation tools to enhance the productivity
ITIL Skill description
• 8 to 10 years exp in IT operations with strong focus on Problem Management & CSI.
• Hands-on experience with ITIL v4 practices (Problem, Incident, Change, Knowledge, CSI). Robust experien
📌 ITIL Problem Management Lead- Pune
🏢 Wipro
📍 Pune