Job Role: IT Process Manager (Problem Management)
Location: Hyderabad, India
Work Mode: Work from Office
Experience: 10+ Years
Role Overview
We are looking for an experienced and highly analytical
IT Process Manager to lead and drive
Problem Management and ITIL process excellence across our IT operations.
In this role, you will take ownership of the
end-to-end Problem Management lifecycle, lead root cause investigations for critical incidents, and drive continuous service improvement. You will work closely with
IT Operations, Engineering, Product, and DevOps teams to enhance system reliability, reduce incident recurrence, and improve overall operational efficiency in a
24x7 high-availability environment.
Key Responsibilities
🔹 Problem Management Leadership
- Own and drive the Problem Management lifecycle across the organization
- Lead Root Cause Analysis (RCA) for major and recurring incidents
- Ensure creation and maintenance of problem records, known errors, and knowledge base articles
- Drive permanent fixes to eliminate recurring issues
🔹 Incident Review & Continuous Improvement
- Conduct deep-dive analysis of production incidents to identify:
- Root causes
- Gaps in resolution
- Preventive measures
- Lead and facilitate Post Incident Reviews (PIRs) and follow-ups
- Drive continuous improvement initiatives to enhance system stability
🔹 Metrics, Reporting & Governance
- Define, track, and govern KPIs & SLAs for Incident and Problem Management
- Analyze trends, patterns, and systemic issues using data
- Present insights and improvement plans to senior leadership
- Publish regular reports, dashboards, and executive summaries
🔹 Cross-functional Collaboration
- Partner with Engineering, Cloud, DevOps, and Support teams to implement fixes
- Drive alignment across teams for Incident, Problem, and Change Management processes
- Act as a key stakeholder in Major Incident Management and escalation handling
🔹 Process Excellence & ITIL Governance
- Ensure adherence to ITIL best practices across IT operations
- Standardize and optimize operational processes and workflows
- Drive process maturity and automation initiatives
- Mentor teams and promote a culture of process discipline and accountability
🔹 Stakeholder & Leadership Communication
- Lead governance forums (weekly/monthly reviews) with IT & Ops leadership
- Communicate risks, insights, and improvement initiatives effectively
- Influence stakeholders and drive organizational alignment on process improvements
Required Qualifications
- Bachelor’s degree in Engineering, IT, or related field (Master’s preferred)
- 10+ years of experience in IT Operations, Production Support, or IT Process Management
- Strong hands-on experience in Problem Management and Incident Management
- Deep understanding of ITIL framework (certification strongly preferred)
- Proven expertise in RCA methodologies and incident analysis
- Strong analytical and data-driven decision-making skills
- Experience with monitoring tools, ITSM/ticketing tools (ServiceNow, etc.), and reporting dashboards
- Advanced proficiency in Excel, PowerPoint, and data analysis
Preferred Qualifications
- Experience managing operations in a 24x7 support environment
- Exposure to cloud platforms (AWS, Azure, or GCP)
- Familiarity with DevOps practices and CI/CD pipelines
- Experience in process automation and operational optimization
What Sets You Apart
- Strong ownership mindset with ability to lead critical incident investigations
- Excellent problem-solving and investigative skills
- Ability to convert data into actionable insights and business outcomes
- Exceptional communication, presentation, and stakeholder management skills
- High attention to detail with a structured, process-oriented approach
