Problem Analyst

AXA Global Business Services (AXA GBS); Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

AXA Global Business Services (AXA GBS) is seeking a Problem Manager who will be responsible for proactively identifying, managing, and resolving incidents to enhance service stability. This role requires collaboration with cross-functional teams and external stakeholders, focusing on continuous service improvement (CSI).

The ideal candidate should have 4 to 7 years of experience in ITIL Problem Management and strong skills in root cause analysis. The position offers an opportunity to enhance service quality across key interfaces.

Qualifications

• 4 to 7 years of experience in ITIL Problem Management.
• Proven ability in incident prevention and root cause analysis.
• Strong organizational awareness and stakeholder management skills.

Responsibilities

• Ensure all problems are managed in accordance with established processes.
• Drive root cause analysis by coordinating with technical teams.
• Communicate complex technical issues to non-technical stakeholders.

Skills

ITIL Problem Management

Continuous Service Improvement (CSI)

Root Cause Analysis

Strong communication skills

Stakeholder management

Job description

The Problem Manager is responsible for proactively identifying, managing, and resolving underlying causes of incidents to prevent recurrence. This role focuses on minimizing service disruption, improving system stability, and driving continuous service improvement (CSI) through structured problem management practices.

The individual will collaborate with cross-functional teams, senior leadership, and external stakeholders to conduct Root Cause Analysis (RCA), implement permanent fixes, and ensure consistent adherence to ITIL processes.

Experience - 4 to 7 Years

.Location - Bangalore (Yelahanka) and Pune (Kharadi)

Key Responsibilities

Problem Management & Resolution

• Ensure all Problems are managed in accordance with established processes and procedure
• Identify, log, track, and prioritize Problems effectively within the reporting system
• Drive root cause analysis (RCA) by engaging appropriate technical and resolving team
• Ensure timely implementation of corrective and preventive action
• Manage known errors and workarounds to minimize service impact
• Ensure Problem actions are completed within agreed timeline.
• Conduct Post Implementation Reviews (PIR) and drive continuous improvement initiative
• Recommend and implement process improvements to prevent recurrence of incident
• Develop and promote best practices for problem detection, analysis, and resolution

Stakeholder Management & Communication

• Communicate complex technical issues in a clear and concise manner to non-technical stakeholders, including senior management and executive
• Provide regular updates on ongoing issues, escalations, and improvement initiative
• Collaborate with business units and customers to design effective problem-solving strategie
• Ensure high levels of customer satisfaction across managed processes
• Coordinate with internal teams, external vendors, and third-party service providers to resolve complex issue
• Facilitate collaboration among multiple technical teams across different technologies
• Oversee and consolidate specialist inputs and recommendation

Governance, Reporting & Complian

• Maintain accurate documentation and audit trails of all Problem Management activities
• Ensure compliance with defined audit controls and governance standard
• Provide regular reporting to the Head of IPC (Incident & Problem Control) on issues, trends, and improvement opportunities

Knowledge Manageme nt

• Promote knowledge sharing and capability development within the organizatio
• Support training initiatives and documentation of known errors, solutions, and best practice

Key Skills & Experience

Technical & Professional Expertise

• Strong experience in ITIL Problem Management and Continuous Service Improvement (CSI
• Proven track record in incident prevention and root cause analysis
• Experience working with third-party vendors and outsourced IT service provider
• Deep understanding of IT service management frameworks and improvement methodologies.
• Core Competencies
• Excellent written and verbal communication skills in English
• Ability to translate technical information for non-technical audience
• Strong organizational awareness and stakeholder management skill
• Ability to lead cross-functional teams and foster collaboration

Key Interfaces

Internal Stakeholders

• IT Directors and Senior Management
• Business Heads and Department Managers
• Project Managers, Directors, Sponsors, and Steering Committees
• Service Management and Service Operations Teams
• Multiple Technical Teams

External Stakeholders

• Offshore Outsourcing Partners
• AXA GO / CTO Office
• Operating Company Service Management Teams