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.)

1.



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

1. 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

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͏ Mandatory Skills : ITIL Problem Mgmt.

Experience : 5-8 Years.

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📌 Problem Manager Itil - 6 to 8 Yrs - Ahamedabad (Ahmedabad)
🏢 Wipro
📍 Ahmedabad