ITSM Problem Management Specialist

About the role

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, turning operational data into prevention priorities and influencing technical owners to deliver sustainable risk reduction.

Key responsibilities

• Own the global ITIL 4 Problem Management practice, including policy, lifecycle controls, governance cadence and continual‑improvement roadmap.
• Initiate and govern reactive problems from major incidents, repeated incidents and service degradation, ensuring clear scope, impact, evidence and ownership.
• Lead proactive problem identification using incident patterns, monitoring signals, service trends and vendor data.
• Facilitate rigorous root‑cause analysis, challenge unsupported conclusions and distinguish symptoms from true causes.
• Govern workarounds and known errors, ensuring they are validated, risk‑assessed, searchable and linked to affected services.
• Maintain a risk‑based problem backlog, prioritize by recurrence, business impact and feasibility, and escalate stalled corrective actions.
• Own ServiceNow Problem Management functional requirements, data standards, dashboards and audit history.
• Report metrics such as recurrence, problem aging, time to workaround, time to root cause and benefits realized.

Required profile

• 15+ years of relevant professional experience with credible global enterprise ITSM exposure.
• Proven ownership or senior governance of Problem Management, not merely participation in root‑cause meetings.
• Ability to influence technical owners and vendors to progress permanent corrective actions without direct authority.
• Experience using data to reduce recurrence, impact or risk and reporting meaningful prevention outcomes.
• Mentoring experience for junior analysts and collaboration across global technology towers.

Required skills

• Strong ServiceNow Problem Management functional experience (record relationships, dashboards, backlog, data quality).
• ITIL 4 Foundation or advanced ITIL certification relevant to Problem Management.
• Relevant ServiceNow training or certification demonstrating functional capability.
• RCA, reliability, Lean/Six Sigma or data‑analysis credentials (when supported by practical results).