Job Description
Job Title:  PROBLEM MANAGER
City:  Bengaluru
State/Province:  Karnataka
Posting Start Date:  7/15/26
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: 

Job Description

Do
RESPONSIBILITIES
•    Drive the efficiency and effectiveness of the Incident Management process
•    Ensure all Incidents are correctly prioritized, categorized, routed, restored/resolved and closed as per the Process defined and agreed with the Customer
•    Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle
•    Knowledge management activities - creation and sustenance
•    Meet the SLAs and other KPIs agreed and produce the Process Performance Reports
•    Ensuring Process adherence across the Account and extending the Support for Process audits and assessments.
•    Bring in Service improvements and close the Gaps as per the Audits and Assessments
•    Conduct Incident and Major management training and spread awareness
•    Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution

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KEY SKILLS AND COMPETENCIES
•    Excellent people management and operational skills
•    Ability to interact with all levels of the Customer and IT provider organization
•    Good presentational skills
•    Effective communication skills
•    Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues
•    ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification
•    5-8 years of experience in IT Service Management 

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Position Description:

Proactively focus, across tower and across discipline, on Problem Management owned issues to identify incident and problem trends.  Communicate with technology owners and facilitate plans of attack to ensure the reduction of potential problems in the environment and associated risk to the business. Eliminates defects and noise that consume considerable staff resources and provides clarity and methodologies which shorten time to remediate any discovered defects in process or infrastructure.

Analyze incident, problem, monitoring and change data and develop methods to programmatically identify the causes of recurring incidents, alerts, and noise in the environment.  Ensure that plans and actions are in place to eliminate and resolve these issues at all Priority/Severity Levels.

Manage the Root Cause Analysis process; working with impacted lines of business to ensure that quality and in-depth root cause analysis and improvement actions are developed as soon as reasonably possible for high impact outages or for recurring issues. Work closely with Major Incident Management team; sometimes this can include participation during reported major incidents in real time. Ensure that any preventive actions are implemented on time by doing effective follow-up across the technical towers. Reports directly to the Global Command Center Manager.

Along with other Problem Managers, owns process management for Problem Management and documentation management for the same.

Minimum Work Experience: 7 years

Position Requirements:

  • Minimum 7 years of experience working in a corporate IT environment
  • Minimum 3 years of Problem Management experience
  • Excellent English language and communication skills including written communication
  • Senior level critical situation management experience
  • Extremely competent technical skillset so as to be comfortable discussing topics with IT team members
  • Senior level experience with MS Office, MS Teams
  • Skill managing bridges and related tools (WebEx, telephony)
  • Comfortable communicating with senior and executive management
  • Solid presentation skills

Preferred Skills:

  • Senior level technical skillset
  • Experience with analyzing data and preparing reports
  • ITIL Foundation Certification
Information at a Glance

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