Problem Manager

TEK NINJAS; Hyderabad; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

A leading company in IT Services is seeking a Problem Manager in Hyderabad. The role involves driving root cause investigations, collaborating with teams, and implementing process improvements. Ideal candidates have extensive technical experience and strong analytical skills.

Qualifications

• 7+ years of technical experience, including 2 years in problem/product management.
• Proficiency in problem management processes and methodologies.

Responsibilities

• Drive root cause investigations for high impact escalated issues.
• Collaborate with cross-functional teams for best resolutions.
• Develop and implement quality and process improvement initiatives.

Skills

Analytical Skills

Problem-Solving

Communication

Collaboration

Leadership

Education

Bachelor’s degree in computer science

ITIL certification

Tools

ServiceNow

Job description

Direct message the job poster from TEK NINJAS

Problem Managers are integral to ServiceNow’s success, working closely with Development and Customer Support to manage known errors, mitigate impact, and drive remediation.

What you get to do in this role:

• Drive root cause investigations for high impact/high visibility escalated issues.
• Collaborate with cross-functional teams to achieve the best resolutions for our customers.
• Ensure prioritization, planning, and execution of problems to optimize results for the company and customers.
• Develop and implement evidence-driven quality and process improvement initiatives across the organization.
• Contribute to the design of the Problem Management process, data modeling, and reporting.
• Lead by example to foster a culture of teamwork and collaboration.

Qualifications

To be successful in this role, you have:

• 7+ years of technical experience, including at least 2 years in problem/product management or related fields within customer support, operations, or engineering.
• Proficiency in problem management processes and methodologies.
• Strong analytical and problem-solving skills, with the ability to conduct thorough root cause analysis.
• Experience with IT service management tools, particularly ServiceNow.
• Knowledge of the ServiceNow product.
• Excellent communication, collaboration, and leadership skills.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
• Bachelor’s degree in computer science, Information Technology, or related field; ITIL certification preferred.

Desired Skills:

• Working knowledge and applied skills in ITIL, preferably ITIL v3, Change, Incident, and Problem Management.
• Understanding of Java or other programming languages.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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