Problem Manager

4 weeks ago

Bangalore, India NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In todayâs âiNTTerconnectedâ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the worldâs most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.


Your career here is about believing in yourself, and taking on great opportunities and new challenges.Itâs about growing your skills and expertise in your current role and preparing yourself for the future.  Thatâs why we encourage you to take every opportunity to grow your career within our great global team.

Are you ready to take the next step in your career?

Plans, performs and implements process improvement initiatives (such as Lean or Six Sigma). Diagrams and evaluates existing processes. Organizes, leads and facilitates cross-functional project teams. Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities. Collects data to identify root cause of problems. Measures performance against process requirements. Aligns improvement to performance shortfalls. Provides consultation on the use of re-engineering techniques to improve process performance and product quality. May deliver presentations and training courses including measurement, analysis, improvement and control. Surveys and analyzes best practices for techniques and processes. Communicates team progress. Performs cost and benefit analyses.

What you'll be doing

The Problem Management Analyst takes responsibility for researching the root causes of incidents, providing temporary solutions (workarounds), and developing final solutions for known errors. The individuals in this position engages in proactive problem management by analyzing trends or historical data of incidents and services.

Key Roles and Responsibilities:

  • Responsible for analyzing incident trends, identifying repeat incidents, and determining where the application of problem-solving efforts will add the greatest value for the organization
  • Accountable for managing the lifecycle of all problems.
  • Routinely monitors logged incidents by category within a specific time frame to identify potential problems.
  • Responsible for facilitating the resolution of major incidents and facilitating the identification of root cause for major problems.
  • Ensure the prevention of incidents and be responsible for minimizing the impact of unavoidable incidents.
  • Work with incident management colleagues to ensure that temporary solutions (workarounds) are available.
  • Use information from historical incidents, analyzing these to develop final solutions for known errors.
  • Performs trend analysis of important services or historical incidents and maintains a Known Error Database containing all problems and workarounds.
  • Recommends and develops policy, processes, and procedures to support business operations and to prevent any recurrence of incidents.
  • Determine if problems escalated from the incident management process are valid based on a set of predefined rules and closes the problem or refer it to the knowledge management process.
  • Identify and resolve potential problems before they become incidents.
  • Record the problem description, priority, and severity and assign the associated configuration items to the problem record ensuring that links to the incident are made to the problem record.
  • Classify and assign problems for resolution by determining the resource requirements and liaising with either internal or external resources (service provider) to ensure resolution of the problem.
  • Investigate and diagnose the root causes of a problem and identify and validate possible solutions and develop a solution document.
  • Evaluate incidents and configuration items to identify problems by analyzing incident data for recurring incidents, incident data for incidents that do not match existing problems, and the IT infrastructure for problems that could lead to incidents.


Knowledge, Skills, and Attributes:

  • Good understanding of the business needs and expectations
  • Solid understanding of the basics of the technical aspects of problems
  • Able to identify the subject matter experts in each area of the business
  • Critical-thinking and root-cause-analysis skills
  • Problem-solving skills
  • Ability to analyze statistical data
  • Ability to think critically about the issues at hand
  • Ability to foster deep collaboration with incident and change management functions and working relationships with a variety of internal and external stakeholders
  • Strong ICT Services Management skills and knowledge and solid ITIL skills
  • Strong oral and written communication skills; including the ability to proficiently facilitate meetings and conduct briefings
  • A good understanding of ITSM toolsets to support and facilitate problem management

Academic Qualifications and Certifications:

  • Bachelor's Degree in Computer Science or Information Technology or related
  • ITIL certification
  • OSA certification


Required Experience:

  • Demonstrated experience in IT Service Management / Operational environment
  • Demonstrated experience working with ITSM toolsets required to enable proactive problem management
  • Significant incident and problem management experience
  • Experience in managing processes within an ITIL (or equivalent) environment
  • A proven track record of driving root cause analysis to conclusion
  • Experience of working in a highly technical environment
  • Experience/training in risk-management techniques
  • Data and statistical analysis experience
  • Experience with virtual cross-team or vendor communication
  • Experience working directly with stakeholders, customers, and clients

Skills Summary

Communication, Data Analysis, Incident Management Process, Information Technology (IT) Infrastructure, Information Technology (IT) Services, Problem Management, Problem Solving

What will make you a good fit for the role?

Workplace type:


Join our growing global team and accelerate your career with us. Apply today.


A career at NTT means:

  • Being part of a global pioneer â where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

  • Being at the forefront of cutting-edge technology â backed with a 150-year heritage of using technology for good. With 40% of the worldâs internet traffic running on our network and where Emoji were first invented, you can be proud of the groupâs many new âfirstsâ.

  • Making a difference â by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

  • Being your best self â in a progressive âConnected Workingâ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

  • Having ongoing opportunities to own and develop your career â with a personal and professional development plan and access to the broadest learning offerings in the industry.

  • Problem Management Analyst Senior

    2 weeks ago

    bangalore, India FIS Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : General Equivalency Diploma Travel Percentage : 0% About this Team: This team provides 24x7 support and management of Problems. Ensure the Problem Management meets its goals and SLA/OLAs for the clients. ...

  • Problem Management Analyst Senior

    2 weeks ago

    bangalore, India Jobs for Humanity Full time

    Job Description Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : General Equivalency Diploma Travel Percentage : 0% About this Team: This team provides 24x7 support and management of Problems. Ensure the Problem Management meets its goals and SLA/OLAs for the clients. What he will be...

  • Problem Manager

    2 weeks ago

    bangalore, India FIS Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Travel Percentage : 0% Problem Manager  - 24/7 Rotational Shifts Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and...

  • Application Analyst

    3 weeks ago

    Bangalore, India Burgeon It Services Pvt Ltd Full time

    Job Description : - Provide day to day operations support for applications by performing troubleshooting and technical analysis to identify root causes and develop problem resolutions- Partner with global customer to provide application break-fix and enhancement to meet maintenance process requirement- Participate in application enhancement, upgrade or...

  • Application Analyst

    5 days ago

    Bangalore, India Burgeon It Services Pvt Ltd Full time

    Job Description : - Provide day to day operations support for applications by performing troubleshooting and technical analysis to identify root causes and develop problem resolutions- Partner with global customer to provide application break-fix and enhancement to meet maintenance process requirement- Participate in application enhancement, upgrade or...

  • Service & Problem Management Technical Delivery Manager

    2 weeks ago

    bangalore, India BT Group Full time

    Recruiter: Sowmya TipgondHiring Manager: Vikas KintaliLocation: Bangalore Mode: Hybrid Why BT We’ve always been an organisation with a purpose; to use the power of communication to make a better world. You can trace this back to our beginning as pioneers of the world’s firs telecommunications company. At our heart we’re a technology company...

  • Mainframe/CICS Administrator

    3 weeks ago

    Bangalore,Pune,Chennai, India Travash Software Solutions Private Limited Full time

    Job Description : As a CICS System Programmer, candidate will be part of a Global team responsible for building, configuring, and maintaining the Bank's mainframe systems availability, efficiency, and resilience, underpinned by the architectural principle of cloned infrastructure, system configurations, applications. Key Responsibilities : - Perform...

  • Mainframe/CICS Administrator

    5 days ago

    Bangalore/Pune/Chennai, India Travash Software Solutions Private Limited Full time

    Job Description : As a CICS System Programmer, candidate will be part of a Global team responsible for building, configuring, and maintaining the Bank's mainframe systems availability, efficiency, and resilience, underpinned by the architectural principle of cloned infrastructure, system configurations, applications. Key Responsibilities : - Perform...

  • Mainframe/CICS Administrator

    2 weeks ago

    Bangalore/Pune/Chennai, IN Travash Software Solutions Private Limited Full time

    Job Description :As a CICS System Programmer, candidate will be part of a Global team responsible for building, configuring, and maintaining the Bank's mainframe systems availability, efficiency, and resilience, underpinned by the architectural principle of cloned infrastructure, system configurations, applications. Key Responsibilities :- Perform...

  • CGI - ServiceNow Developer - Incident/Problem/Knowledge Management

    3 weeks ago

    Hyderabad,Bangalore, India CGI Full time

    Job Title : Senior Software Engineer - ServiceNow DeveloperPosition : Senior Software EngineerExperience : 5-7 YearsCategory : Software : Hyderabad, BangaloreEmployment Type : Full TimeYour future duties and responsibilities :- SME in ServiceNow system applications and custom applications.- Minimum 5 years of ServiceNow platform experience- Create,...

  • SMTS /Staff Engineer ( Exp : 7+ Yrs with Java / .Net , Distributed System , Strong System Design , Problem Solving )

    3 weeks ago

    bangalore, India IN10 VMware Software India Private Limited Full time

    Description What is the primary need, technical challenge, and/or problem you will be responsible for?  In VMware’s End User Computing group, we build extensible solutions to simplify and automate the employee digital experience to help them achieve more. Workspace ONE is a digital workspace platform that simply and securely delivers and...

  • Transaction Management Manager

    3 weeks ago

    bangalore, India The Edge Partnership Full time

    Key responsibilities Manage the technical aspects of trade and supply chain transactions, ensuring smooth execution from start to finish. Direct the end-to-end deal execution process, including annual reviews, to ensure compliance and optimal performance. Identify and manage product and structural risks throughout the life of transactions,...

  • Program Manager

    2 days ago

    bangalore, India Infinity Learn Full time

    Program Manager- Strategic InitiativesAbout the RoleWe are looking to hire a Program Manager to work with the Business Head-Infinity Schools to drive large-scale impact through various strategic initiatives for the B2B business. If you're hungry to make a large-scale impact, exceptional at problem-solving and can execute with high intensity and speed, we...

  • Engineering Manager

    3 weeks ago

    bangalore, India Dover Corporation Full time

    The ideal candidate will be responsible for managing and inspiring his or her team to achieve their performance metrics. Your role will involve strategizing, project management, part staff management. Your collaborative attitude and interpersonal skills will help you thrive as an Engineering Manager.Responsibilities1: Responsible for delivering key...

  • Program Manager

    4 days ago

    bangalore, India Infinity Learn Full time

    Program Manager- Strategic Initiatives About the Role We are looking to hire a Program Manager to work with the Business Head-Infinity Schools to drive large-scale impact through various strategic initiatives for the B2B business. If you're hungry to make a large-scale impact, exceptional at problem-solving and can execute with high intensity and speed,...

  • Engineering Manager

    2 days ago

    bangalore, India Razorpay Full time

    The Role: An Engineering Manager at Razorpay comes with considerable engineering management experience and proven leadership skills. You are expected to work on multiple projects at the same time, and also build and manage teams of engineers, possibly with a diverse set of tech skills. You may also be required to manage first-line managers. You...

  • Incident Management Specialist

    3 weeks ago

    Bangalore, India Chadwick Professional Services Private Limited Full time

    Company Description : Chadwick is a leading provider of IT Permanent and Temporary Staffing, Leadership / Executive Hiring, Recruitment Process Outsourcing (RPO) Services, and Market Insight. With approval from both MSME and Start-up India, Chadwick is dedicated to offering innovative solutions within the industry. We help organizations achieve accelerated...

  • Incident Management Specialist

    2 weeks ago

    Bangalore, Karnataka, India Chadwick Professional Services Private Limited Full time

    Company Description : Chadwick is a leading provider of IT Permanent and Temporary Staffing, Leadership / Executive Hiring, Recruitment Process Outsourcing (RPO) Services, and Market Insight. With approval from both MSME and Start-up India, Chadwick is dedicated to offering innovative solutions within the industry. We help organizations achieve accelerated...

  • Senior Manager – Project Management

    2 weeks ago

    bangalore, India Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people –...

  • Product Manager

    3 weeks ago

    bangalore, India Skill Ventory Full time

    Roles and Responsibilities Provide assistance with the product strategies, laying their final scope of work, and successful implementation within the team such that it is aligned to business goals and objectives. Lead and deliver multiple innovation initiatives starting from ideation throughprototyping working with innovation/technology consultants....