Specialist - ITSM Problem Management

Davies Group; Pune District; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Davies Group in Pune seeks an experienced Specialist for ITSM Problem Management to lead global governance of the problem lifecycle. You will own reactive and proactive problem management across critical services, drive root cause analysis, and mentor junior analysts while coordinating with technical owners and vendors.

The role emphasizes quality of problem data, effective change linkage, and improvements in prevention outcomes backed by ServiceNow capabilities.

Qualifications

• 15+ years of relevant professional ITSM experience in global enterprise settings.
• Proven ownership of Problem Management and governance responsibilities.
• Experience in reactive and proactive problem identification and RCA facilitation.
• Strong ServiceNow PM experience including dashboards and data quality.
• Ability to influence technical owners and vendors without direct authority.
• Evidence of using data to reduce recurrence, impact or risk and to report prevention outcomes.
• Mentoring junior analysts and collaborating across global teams.

Responsibilities

• Own the global ITIL 4 Problem Management practice, lifecycle controls and governance cadence.
• Lead reactive problems from major incidents and service degradations with clear scope and ownership.
• Drive proactive problem identification using incident patterns and service trends.
• Conduct rigorous root-cause analysis and differentiate symptoms from root causes.
• Govern workarounds/known errors with risk assessment and knowledge management updates.
• Maintain a risk-based backlog and escalate stalled actions to governance forums.
• Ensure permanent corrective actions have accountable owners and validation post-deployment.
• Own ServiceNow Problem Management data standards and dashboards.
• Report recurrence, aging, time to workaround and progress of corrective actions.

Skills

ITSM

RCA facilitation

ServiceNow

Stakeholder influence

Mentoring

Data-driven decisions

Tools

ServiceNow

Job description

Specialist - ITSM Problem Management

Department: IT

Employment Type: Permanent - Full Time

Location: Pune

Description

The Problem Manager is the global process lead accountable for reducing the likelihood and impact of incidents by identifying and managing actual and potential causes, workarounds and known errors. Based in Pune, this senior individual contributor will govern reactive and proactive Problem Management across business-critical insurance services, convert operational data into prevention priorities and influence technical owners to deliver sustainable risk reduction. The role does not own engineering fixes; it owns the quality, transparency and momentum of the problem lifecycle. It will also mentor junior Process Analysists.

Key Responsibilities

• Own the global ITIL 4 Problem Management practice, policy, lifecycle controls, governance cadence, prioritization model, metrics and continual-improvement roadmap.
• Initiate and govern reactive problems from major incidents, repeated incidents and material service degradation, ensuring scope, impact, evidence, ownership and investigation approach are clear.
• Lead proactive problem identification using incident patterns, monitoring signals, service trends, vendor data, capacity concerns, known technical debt and operational risk indicators.
• Facilitate rigorous root-cause analysis using methods appropriate to the evidence and complexity; challenge unsupported conclusions and distinguish symptoms, contributing factors, root causes and control failures.
• Govern workarounds and known errors so they are validated, risk-assessed, searchable, linked to affected services/CIs and incidents, and communicated through Knowledge Management.
• Maintain a risk-based problem backlog, prioritize by recurrence, business/customer impact, service criticality, exposure and feasibility, and escape stalled corrective action to the appropriate governance forum.
• Ensure permanent corrective actions have accountable technical or business owners and are implemented through Change Enablement with validation of effectiveness after deployment.
• Own ServiceNow Problem Management functional requirements and data standards, including incident and major-incident linkage, problem tasks, cause/workaround/known-error records, CI/service context, change linkage, dashboards and audit history.
• Report recurrence, problem aging, time to workaround, time to root cause, known-error exposure, corrective-action progress and benefits realized; avoid presenting closure volume as the sole measure of success.
• Collaborate with application, infrastructure, cloud, network, cybersecurity, service owners, vendors and business teams to resolve cross-tower causes and reduce operational resilience risk.
• Identify opportunities for analytics, clustering, observability correlation and automation that improve problem detection or evidence quality while retaining expert review.
• Mentor junior analysts in problem identification, evidence gathering, RCA facilitation, backlog governance, stakeholder challenge and ServiceNow record quality; create reusable methods and learning reviews.

Skills, Knowledge and Expertise

• 15+ years of relevant professional experience and credible global enterprise ITSM experience.
• Proven ownership or senior governance of Problem Management, not only participation in root-cause meetings.
• Demonstrated capability in reactive and proactive problem identification, RCA facilitation, known error/workaround control and corrective-action governance.
• Strong ServiceNow Problem Management functional experience, including record relationships, dashboards, backlog and data quality.
• Ability to influence technical owners and vendors to progress permanent corrective action without direct authority.
• Evidence of using data to reduce recurrence, impact or risk and of reporting meaningful prevention outcomes.
• Ability to mentor junior analysts and collaborate across global teams and multiple technology towers.

Certification if any

• ITIL 4 Foundation or an advanced ITIL 3 or 4 practice/module certification relevant to Problem Management.
• Relevant ServiceNow training or certification is advantageous where it demonstrates functional Problem Management capability.
• RCA, reliability, Lean/Six Sigma or data-analysis credentials are differentiators when supported by practical results.