Problem Management - ITIL framework L3

Tata Consultancy Services; Delhi; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Tata Consultancy Services is seeking an experienced Problem Management professional in Delhi to own and drive the end-to-end PM lifecycle, including RCAs and CAPAs. The role demands deep knowledge of ITIL Problem Management, strong RCA techniques, and the ability to influence across Incident, Change, Engineering, and Vendor teams.

The ideal candidate will deliver high-quality RCAs, manage known errors, and perform trend analyses to identify systemic risks.

Qualifications

• Experience in ITSM, Problem Management, Service Reliability, or Operations roles.
• Hands-on ITIL Problem Management governance.
• Root Cause Analysis methodologies (5 Whys, Fishbone, Fault Tree Analysis).
• Experience driving high-quality RCAs with clear distinctions between workaround, remediation, and permanent fix.
• Incident and problem trend analysis to identify systemic risks.
• Experience in complex, multi-vendor enterprise environments.
• Strong documentation, analytical, and facilitation skills.

Responsibilities

• Own and execute the end-to-end Problem Management lifecycle, from identification through permanent resolution and closure.
• Lead and facilitate structured RCA sessions for high-impact and recurring incidents.
• Ensure logical and defensible RCA outcomes, validating root causes are systemic not symptomatic.
• Govern RCA quality, challenging incorrect root causes, misclassified fixes, or workaround-only solutions.
• Track corrective and preventive actions (CAPAs) to closure and validate post-implementation effectiveness.
• Drive creation and maintenance of the Known Error Database (KEDB) with clear symptoms, workarounds, and fix plans.
• Perform ongoing trend analysis to identify repeat issues, single points of failure, and high-risk services.
• Collaborate with Incident, Change, Engineering, Vendor, and Service Owner teams to embed prevention into delivery.
• Present problem insights, risks, and improvement opportunities to leadership and stakeholders.

Skills

ITSM

Problem Management

Service Reliability

Root Cause Analysis

Incident Trend Analysis

Multi-Vendor Environments

Documentation & Facilitation

Job description

• experience in ITSM, Problem Management, Service Reliability, or Operations roles.
• Strong hands‑on experience with ITIL Problem Management processes and governance.
• Deep expertise in Root Cause Analysis methodologies (5 Whys, Fishbone, Fault Tree Analysis).
• Experience driving high‑quality RCAs with clear distinction between workaround, remediation, and permanent fix.
• Proven ability to perform incident and problem trend analysis to identify systemic risks.
• Experience working in complex, multi‑vendor enterprise environments.
• Strong documentation, analytical, and facilitation skills

Key Responsibilities:

• Own and execute the end‑to‑end Problem Management lifecycle, from identification through permanent resolution and closure.
• Lead and facilitate structured RCA sessions for high‑impact and recurring incidents.
• Ensure logical and defensible RCA outcomes, validating that root causes are systemic and not symptomatic.
• Govern RCA quality, challenging incorrect root causes, misclassified fixes, or workaround‑only solutions.
• Track corrective and preventive actions (CAPAs) to closure and validate post‑implementation effectiveness.
• Drive creation and maintenance of the Known Error Database (KEDB) with clear symptoms, workarounds, and fix plans.
• Perform ongoing trend analysis to identify repeat issues, single points of failure, and high‑risk services.
• Collaborate with Incident, Change, Engineering, Vendor, and Service Owner teams to ensure prevention is embedded into delivery.
• Present problem insights, risks, and improvement opportunities to leadership and stakeholders.