Cross Functional Services (CFS) – Problem Manager - Bangalore

Cognizant; Bengaluru; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Cognizant is seeking a proactive Problem Manager with 6-8 years of ITSM experience to lead enterprise Problem Management practices. You will champion root cause analysis, drive continual service improvement, and deliver insightful governance reporting across cross-functional teams.

The role emphasizes independent contribution with strong stakeholder management and a focus on preventing recurrence and improving service stability.

Qualifications

• 6-8 years of ITSM/ITIL experience in a senior role.
• Experience in leading problem management lifecycle with ownership of RCA and action closure.
• Proven ability to drive governance, reporting, and executive-level dashboards.

Responsibilities

• Own the Problem Management lifecycle end-to-end (identification, prioritisation, investigation, resolution, closure).
• Drive proactive/reactive problem identification using incidents, trends, and operational data.
• Lead RCA, track corrective actions, and ensure timely closure with clear ownership.
• Maintain KEDB, known errors, workarounds, and thorough documentation.
• Govern backlog, ageing, SLAs/KPIs, risks, dependencies, escalations, and audits.
• Prepare dashboards, service reviews, and executive reports for stakeholders.
• Collaborate with Incident, Change, Knowledge, and technical teams to prevent recurrence.
• Drive Service Improvement Plans, automation, and measurable value-add initiatives.
• Operate as an independent contributor with ownership and influence across teams.

Skills

Problem Management

Governance & Reporting

Stakeholder Management

ITIL / ITSM Process Management

Root Cause Analysis (RCA)

Continual Service Improvement (CSI)

KPI / SLA Management

Service Improvement Planning

Leadership & Influencing Skills

Proactive Mindset

Individual Contributor

Executive Communication & Presentation

Risk & Trend Analysis

Tools

ServiceNow

Job description

Job Description

Role Summary

We are looking for a proactive and results-oriented Problem Manager with 6-8 years of experience in IT Service Management (ITSM) to lead enterprise Problem Management practices. The candidate will be responsible for driving root cause elimination, reducing recurring incidents, ensuring governance compliance, delivering insightful reporting, and fostering continual service improvement. The role requires strong stakeholder management, leadership capabilities, and the ability to work independently as an individual contributor while influencing cross-functional teams. The candidate should bring innovative value-add initiatives to improve service stability and operational excellence.

Key Responsibilities

• Own the Problem Management lifecycle in alignment with ITIL/ITSM practices, including problem identification, prioritisation, investigation, resolution, and closure.
• Drive proactive and reactive problem identification using incident trends, recurring issue analysis, monitoring insights, and operational data.
• Lead Root Cause Analysis (RCA), track corrective and preventive actions, and ensure timely closure with clear ownership.
• Maintain problem records, workarounds, known errors, and the Known Error Database (KEDB) with complete and accurate documentation.
• Govern backlog, ageing, SLA/KPI adherence, risks, dependencies, escalations, and audit compliance.
• Prepare and present dashboards, service reviews, executive reports, and actionable insights to stakeholders.
• Collaborate with Incident, Major Incident, Change, Knowledge, technical, vendor, and business teams to prevent recurrence and improve service outcomes.
• Drive Service Improvement Plans, automation, process optimisation, lessons learned, and measurable value-add initiatives.
• Act as an individual contributor who demonstrates ownership, leadership, sound decision-making, and influence without direct authority.

Primary Skills

• Problem Management
• Governance & Reporting
• Stakeholder Management
• ITIL / ITSM Process Management
• Root Cause Analysis (RCA)
• Continual Service Improvement (CSI)
• KPI / SLA Management
• Service Improvement Planning
• Leadership & Influencing Skills
• Proactive Mindset
• Individual Contributor
• Executive Communication & Presentation Skills
• Risk & Trend Analysis

Secondary Skills

• Problem Management
• Incident Management
• Major Incident Management
• Change Management
• Knowledge Management
• ServiceNow (or equivalent ITSM platform)
• Automation & Process Optimization