Senior Professional Problem Management

Indovision Services Pvt. Ltd.; Chennai; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Indovision Services Pvt. Ltd. in Chennai is seeking an experienced ITSM Problem Management professional to drive end-to-end ITIL processes and improve infrastructure stability.

The role focuses on managing the Problem Management lifecycle and driving continual service improvement across servers, networks, cloud, and security. You will perform RCAs, maintain RCA documentation in ServiceNow, and collaborate with Infrastructure, Network, Cloud, Security, Application, and Service Desk teams to

Qualifications

• ITSM/Problem Management experience required.
• Strong RCA and analytical skills expected.
• Hands-on with ServiceNow platform.
• Solid knowledge of ITIL processes and best practices.
• Excellent communication and stakeholder management.

Responsibilities

• Manage recurring and high-impact infrastructure problems through the ITIL lifecycle.
• Analyze incident trends across servers, networks, cloud, security, and infra.
• Conduct RCA using 5 Whys, Fishbone, and related methods.
• Create/maintain Problem Records and KEDB in ServiceNow.
• Collaborate with Infrastructure, Network, Cloud, Security, App, and Service Desk teams to fix issues.
• Track corrective and preventive actions; ensure timely closure and validation.
• Participate in Major Incident reviews and capture lessons learned.
• Prepare problem management reports, trends, and KPIs for dashboards.
• Maintain technical documentation and knowledge articles.
• Drive CSI initiatives to reduce recurring incidents.
• Ensure adherence to ITIL processes and KPIs.
• Work with cross-functional teams to improve stability.

Skills

ITSM

Problem Management

RCA

ITIL

Communication

Stakeholder management

Cross-functional collaboration

Education

Bachelor’s degree in information technology, Computer Science, or equivalent experience

Tools

ServiceNow

Job description

Job highlights

• Qualification: Bachelor’s degree in information technology, Computer Science, or equivalent experience.

Department

InfrastructureOperations

Shift

Rotational

5 days

Immediate

Good-to-have

Selection Criteria:, Target Companies:, Perks:, Candidate Must Bring:, Customer Will Provide:

We are looking for an experienced ITSM Problem Management professional to drive the end-to-end ITIL Problem Management process and improve IT infrastructure stability and service reliability.

• Manage recurring and high-impact infrastructure problems through the complete ITIL Problem Management lifecycle
• Analyze incident trends across Servers, Networks, Client Engineering, Cloud, Security, and Enterprise Infrastructure
• Conduct Root Cause Analysis (RCA) using methodologies such as 5 Whys, Fishbone, etc.
• Create and maintain Problem Records, Known Errors (KEDB), and RCA documentation in ServiceNow
• Collaborate with Infrastructure, Network, Cloud, Security, Application, and Service Desk teams to implement permanent fixes
• Track corrective and preventive actions and ensure timely closure and validation
• Participate in Major Incident reviews and document lessons learned
• Prepare Problem Management reports, trend analysis, KPIs, and dashboards
• Maintain technical documentation, knowledge articles, and process documentation
• Drive Continual Service Improvement (CSI) initiatives to reduce recurring incidents
• Ensure adherence to ITIL processes, KPIs, and organizational standards
• Strong experience in ITSM / Problem Management
• Hands-on experience with ServiceNow
• Strong RCA and analytical skills
• Good understanding of ITIL processes
• Experience working with cross-functional infrastructure teams
• Excellent communication and stakeholder-management skills