Technical Lead

Coforge; Dadri; On-site; INR 1,200,000 - 1,900,000; Full time

Job summary

A leading technology consultancy is seeking an experienced Problem Manager with strong ITSM expertise and a focus on the airline industry. The candidate will lead the Problem Management lifecycle, conduct Root Cause Analysis, and collaborate with various teams to drive service improvement initiatives. This role involves analyzing incident trends and ensuring compliance with ITIL standards for service stability. Ideal for someone with a solid background in problem resolution within critical airline technology operations.

Qualifications

• Strong ITSM knowledge with experience in airline/aviation industry.
• Proficient in Root Cause Analysis techniques.
• Experience in handling cross-functional teams and incident trends.

Responsibilities

• Lead the Problem Management lifecycle including identification and solution implementation.
• Conduct RCA and analyze incident patterns to prevent future issues.
• Collaborate with teams to ensure effective service restoration and documentation.
• Analyze incident trends, correlate patterns, and drive permanent solutions.
• Ensure timely documentation of problem records and preventive actions.
• Collaborate with cross-functional teams from airline operations, reservation systems, airport systems, flight management platforms, etc.
• Present RCA findings and service improvement reports to senior stakeholders.
• Monitor KPIs and SLAs related to problem closure, recurring incidents, and service stability.
• Drive continuous service improvement (CSI) initiatives aligned with ITIL practices.
• Ensure compliance with ITIL/ITSM standards and organizational governance controls.

Skills

ITSM expertise

Root Cause Analysis

Incident Management

Continuous Service Improvement

Job description

We are seeking an experienced Problem Manager with strong ITSM expertise and deep exposure to the Airline/Aviation domain. The ideal candidate will be responsible for identifying, analyzing, and driving the resolution of recurring incidents, ensuring stability and continuous improvement in critical airline technology operations.

Key Responsibilities

• Lead the end-to-end Problem Management lifecycle (identification, logging, categorization, RCA, solution implementation).
• Conduct Root Cause Analysis (RCA) using methodologies like 5 Why, Fishbone, Pareto Analysis, etc.
• Work closely with Incident, Change, Release, and Service Operations teams to ensure effective service restoration and prevention of future issues.
• Analyze incident trends, correlate patterns, and drive permanent solutions.
• Ensure timely documentation of problem records and preventive actions.
• Collaborate with cross-functional teams from airline operations, reservation systems, airport systems, flight management platforms, etc.
• Present RCA findings and service improvement reports to senior stakeholders.
• Monitor KPIs and SLAs related to problem closure, recurring incidents, and service stability.
• Drive continuous service improvement (CSI) initiatives aligned with ITIL practices.
• Ensure compliance with ITIL/ITSM standards and organizational governance controls.