Problem Manager

Transport AI; Bengaluru; In loco; INR 1.800.000 - 2.600.000; Tempo pieno

Descrizione del lavoro

Alstom in Bengaluru is seeking a full-time Problem Manager to lead IT Service Management practices and drive incident prevention and continuous improvement. You will collaborate with IT support, vendors, and stakeholders, manage problem reviews, escalations, and maintain the knowledge base.

You’ll mentor peers, ensure process adherence, and drive service improvement initiatives while coordinating Problem Management Board meetings and root-cause analysis.

Competenze

• Degree in IT, Computer Science, or a related field.
• Experience in handling Problem Management at an enterprise level.
• Understanding of SIAM or MSI models.
• Knowledge of ITIL processes including Configuration, Incident, and Change Management.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and communication skills.

Mansioni

• Define, implement, and maintain Problem Management processes and governance.
• Lead root cause investigations and drive permanent fixes.
• Coordinate Problem Management Board meetings and manage escalations.
• Develop and manage the knowledge base of known errors and workarounds.
• Collaborate with IT support, vendors, and internal stakeholders to reduce recurring incidents.

Conoscenze

Problem management

Root cause analysis

ITSM

SIAM/MSI concepts

ITIL processes

Stakeholder management

Mentoring

Process improvement

Analytical thinking

Communication

Formazione

Degree in IT/CS or related field

Strumenti

KEDB/Knowledge management

MS Office/Excel

Descrizione del lavoro

Job Description

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling, and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, 80,000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

Could you be the full-time Problem Manager in [Location] we’re looking for?

Your future role

Take on a new challenge and apply your IT Service Management expertise in a dynamic and collaborative environment. You’ll work alongside dedicated and innovative teammates.

You’ll play a key role in preventing incidents, minimizing their impact, and driving continuous improvement through effective problem management. Day-to-day, you’ll work closely with teams across the business (such as IT support, external vendors, and internal stakeholders), lead root cause analysis initiatives, and create and manage a comprehensive Knowledge Base (KEDB) for known errors and workarounds.

You’ll specifically take care of facilitating problem reviews, managing escalations, and ensuring adherence to ITSM processes, but also drive service improvement initiatives and act as a mentor to your peers.

We’ll look to you for:

• Ensuring processes are well-defined, communicated, maintained, and adhered to by internal and external support teams.




• Reviewing periodic metrics and taking action to enforce process standards and maturity.




• Facilitating post-major problem review meetings and acting as an escalation point for process issues.




• Driving the integration of the Problem Management process with partners and internal support organizations.




• Coordinating and chairing regularly scheduled Problem Management Board meetings.




• Leading root cause investigations and driving permanent fix solutions.




• Analyzing recurring incidents to identify proactive problems and improvement opportunities.




• Ensuring accurate documentation of problem records and monitoring success rates of closed problem resolutions.




• Chairing dispute resolution calls as needed.

All about you

We value passion and attitude over experience. That’s why we don’t expect you to have every single skill. Instead, we’ve listed some that we think will help you succeed and grow in this role:

• Degree in IT, Computer Science, or a related field.




• Experience in handling Problem Management at an enterprise level.




• Understanding of SIAM (Service Integration and Management) or MSI (Multi-Supplier Integration) models.




• Knowledge of ITIL processes, including Configuration, Incident, and Change Management.




• Strong analytical and problem-solving skills.




• Excellent interpersonal and communication skills (written/verbal).




• Ability to work under pressure, multitask, and adapt to changing priorities.




• Proactive, self‑motivated, and organized approach to work.




• Flexibility in terms of working hours.

Things you’ll enjoy

Join us on a life-long transformative journey – the rail industry is here to stay, so you can grow and develop new skills and experiences throughout your career. You’ll also:

• Enjoy stability, challenges, and a long-term career free from boring daily routines.




• Work with new security standards for rail signalling.




• Collaborate with transverse teams and helpful colleagues.




• Contribute to innovative projects that shape the future of mobility.




• Utilise our agile and inclusive working environment.




• Steer your career in whatever direction you choose across functions and countries.




• Benefit from our investment in your development through award‑winning learning programs.




• Progress towards leadership roles in IT Service Management or other related fields.




• Benefit from a fair and dynamic reward package that recognises your performance and potential, plus comprehensive and competitive social coverage (life, medical, pension).

You don’t need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you’ll be proud. If you’re up for the challenge, we’d love to hear from you!

Important to note

As a global business, we’re an equal‑opportunity employer that celebrates diversity across the 63 countries we operate in. We’re committed to creating an inclusive workplace for everyone.