Job Description
Job Title:  Problem Manager ITIL - 6 TO 8 Yrs - Ahamedabad
City:  Ahmedabad
State/Province:  Gujarat
Posting Start Date:  6/29/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Problem Manager ITIL - 6 TO 8 Yrs - Ahamedabad

Job Description: Problem Manager (ITIL)

Location

Ahmedabad

Role Purpose

The Problem Manager is responsible for end-to-end ownership of the Problem Management process, ensuring root cause identification, elimination of recurring incidents, service stability, and continuous service improvement. The role plays a critical part in reducing business impact by preventing incidents and minimizing the effects of unavoidable incidents.

Key Objectives of the Role

  • Reduce recurring incidents and improve overall service availability
  • Perform Root Cause Analysis (RCA) and drive permanent fixes
  • Maintain Known Error Database (KEDB)
  • Improve Mean Time to Resolve (MTTR)
  • Enable proactive problem identification
  • Drive continual service improvement (CSI)

Scope of Work (Problem Management Parameters)

1. Problem Identification

  • Identify problems via:
    • Trend analysis of incidents
    • Major incidents
    • Proactive monitoring
    • Supplier notifications
    • CSI initiatives
  • Raise and log problem records in ITSM tool (ServiceNow, Remedy, etc.)

2. Problem Categorization & Prioritization

  • Ensure problems are correctly:
    • Categorized
    • Assigned impact and urgency
    • Prioritized based on business impact
  • Align problem priority with SLA, OLAs, and business criticality

3. Root Cause Analysis (RCA)

  • Lead and facilitate RCA sessions using methodologies such as:
    • 5 Whys
    • Fishbone (Ishikawa)
    • Kepner-Tregoe
    • Fault Tree Analysis
  • Ensure RCA documentation is:
    • Accurate
    • Fact-based
    • Action-oriented
  • Drive collaboration with:
    • Infrastructure teams
    • Application teams
    • Network/Security
    • Vendors / OEMs

 

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Mandatory Skills: ITIL Problem Mgmt .

 

Experience: 5-8 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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