ITIL Problem Management Lead- Pune

Job description:
Job Description
Job Description
CSI AI OPS Problem Lead
Strong understanding of reactive & proactive problem management frameworks and governance. Continuous Service Improvement ability to lead service maturity, optimization, and efficiency improvements through structured CSI cycles.
Usage of AI and Generative AI tools for early problem identification and RCA acceleration. Proficiency in ServiceNow Problem module, Advanced RCA & Analytics
Use AI infusion to adopt Smart RCA and Casual analysis for ticket analysis.
Analyse SLA's, Change, Capacity reports, Incident trend and top call driver and initiate proactive problem management and drive the CSI across the account and show the value to customer on cost, quality and cycle time improvements
Expertise in structured RCA methods (5-Whys, Fishbone)
Person to have understand of multi-tower problem correlation.
Ability to work effectively with SMEs across Infra, Cloud, Network, DB, Storage, Security and engineering teams.
Drive Knowledge Management and ensure effective development and usage of KEDB
Strong analytical skill and data handling skills to break the data into different cut and make inference for actions.
Key Deliverables
Problem Lifecycle Ownership – End‑to‑end ownership from problem detection to closure with RCA completion within SLA.
Root Cause & Fix Execution – RCA (5 Whys, Fishbone, KT, FTA) and execution of CAPA / permanent fix plans.
Service Improvement & CSI Delivery – SIP delivery with measurable improvements and repeat incident reduction metrics.
Problem Governance & Change Collaboration – Monthly governance reporting, KEDB upkeep, and coordination with Change to prevent recurrence.
Adoption of AI and automation tools to enhance the productivity
ITIL Skill description
8 to 10 years exp in IT operations with strong focus on Problem Management & CSI.
Hands-on experience with ITIL v4 practices (Problem, Incident, Change, Knowledge, CSI). Strong experience in creating detailed RCAs and facilitating cross-domain analysis.
Trend analysis, repeat incident elimination, proactive problem discovery. Experience with new gen tools AI and GenAI and AI agents.
Monitoring improvements & automation adoption. Knowledge of KEDB lifecycle, workarounds & permanent fix tracking. Strong stakeholder management skills.
Soft skill description-
Good Communication, presentation and reporting skills. Ability to facilitate RCA workshops and drive consensus across teams. Excellent written & verbal communication skills.
Proactive approach towards service improvement, automation and innovation. Strong team collaboration, ability to influence virtual teams and drive outcomes.
Confident stakeholder handling and ability to manage difficult conversations using data-driven insights. Highly motivated with strong ownership mindset.
Certification-
ITIL 5 Foundation or ITIL 4 Practice Manager Certification
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Mandatory Skills: ITIL Problem Mgmt
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Experience: 5-8 Years
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Work arrangement
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