ITIL Problem Management Lead- Pune

Wipro; Pune District; On-site; INR 2,600,000 - 4,200,000; Full time

Job summary

Wipro Limited in Pune, Maharashtra, invites an ITIL Problem Management Lead to join our Pune delivery hub. You will own the problem lifecycle end-to-end, drive CSI cycles, and lead proactive problem management using AI/GenAI to accelerate RCAs.

Strong knowledge of ServiceNow Problem module and cross-domain collaboration with Infra, Cloud, Network, DB, Storage and Security teams is essential. The role emphasizes governance, KPI reporting, KEDB development, and cost-quality-cycle time

Qualifications

• 5-8 years of IT operations with strong focus on Problem Management and CSI.
• Hands-on experience with ITIL v4 practices (Problem, Incident, Change, Knowledge, CSI). Strong experience in creating detailed RCAs and facilitating cross-domain analysis.
• Trend analysis, repeat incident elimination, proactive problem discovery. Experience with new gen tools AI and GenAI and AI agents.
• Monitoring improvements & automation adoption. Knowledge of KEDB lifecycle, workarounds & permanent fix tracking. Strong stakeholder management skills.

Responsibilities

• Own problem lifecycle end-to-end from 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

Skills

ITIL

Problem Management

CSI

RCA

Data analysis

ServiceNow

AI/GenAI tools

Education

ITIL Foundation or ITIL 4 Practice Manager Certification

Tools

ServiceNow

RCA tools

Job description

Job Title: ITIL Problem Management Lead- Pune

City: Pune

State/Province: Maharashtra

Posting Start Date: 10/16/26

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

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). Strong experience in creating detailed RCAs and facilitating cross-domain analysis.
• Trend analysis, repeat incident elimination, proactive problem discovery. Experience with new gen tools AI and GenAI and AI agents.
• Monitoring improvements & automation adoption. Knowledge of KEDB lifecycle, workarounds & permanent fix tracking. Strong stakeholder management skills.

Soft skill description-

• Good Communication, presentation and reporting skills. Ability to facilitate RCA workshops and drive consensus across teams. Excellent written & verbal communication skills.
• Proactive approach towards service improvement, automation and innovation. Strong team collaboration, ability to influence virtual teams and drive outcomes.
• Confident stakeholder handling and ability to manage difficult conversations using data-driven insights. Highly motivated with strong ownership mindset.

ITIL 5 Foundation or ITIL 4 Practice Manager Certification

Mandatory Skills: ITIL Problem Mgmt.Experience: 5-8 Years.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

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