Problem Manager

Job Summary

Agfa is looking for an experienced Problem Manager to join its Global ICS (Information Communication Systems) organization. In this role, you will lead the end-to-end Problem Management process across a complex ecosystem of internal IT teams, managed service providers, and strategic technology partners. Your primary objective will be to identify, analyze, and eliminate the root causes of recurring incidents, thereby improving service stability and enhancing the overall user experience.

As a key member of the IT Service Management organization, you will facilitate root cause investigations, and ensure that sustainable corrective actions are implemented. You will play a critical role in reducing operational risk, improving service performance, and driving continuous improvement across Agfas global IT landscape.

Location: Mumbai, IN

Skills

You are a proactive and analytical professional who enjoys solving complex operational challenges and driving service improvements. You excel at working with diverse stakeholders, influencing teams without direct authority, and coordinating efforts across multiple service providers.

You possess:

• Strong analytical and root cause investigation capabilities.
• Excellent stakeholder and vendor management skills.
• Strong facilitation, negotiation, and communication skills.
• A structured and process-oriented approach to service management.
• Strong problem-solving and decision-making capabilities.
• A continuous improvement mindset with a focus on operational excellence and service stability.

Responsibilities

• Lead and continuously improve the global Problem Management process.
• Coordinate problem investigations across internal teams, service providers, and technology partners.
• Drive Root Cause Analysis (RCA) activities for recurring and major incidents.
• Ensure the identification, tracking, and implementation of permanent corrective actions.
• Facilitate collaboration between technical teams to resolve complex and cross-functional problems.
• Provide regular status updates and reporting to business stakeholders and leadership.
• Manage escalations related to problem investigations and resolution activities.
• Lead post-incident reviews and identify opportunities for continuous service improvement.
• Perform trend analysis, reporting, and metrics tracking to proactively identify improvement opportunities.
• Act as backup for the Incident Manager when required.

Qualifications

• Bachelors or Masters degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Proven track record in Problem Management roles.
• Strong knowledge of ITIL Problem Management processes and best practices.
• ITIL Foundation certification or higher certification is preferred.
• Experience working in SIAM (Service Integration and Management) and multi-supplier environments.
• Understanding of service integration, governance, and operational reporting.
• Experience coordinating cross-functional technical teams in large-scale IT environments.
• Strong analytical skills with proven experience conducting Root Cause Analysis and driving permanent resolutions.
• Excellent stakeholder, communication, and vendor management capabilities.
• High degree of flexibility and willingness to support critical problem investigations and major incident follow-up activities outside standard business hours when required in a global environment.

Why Join Us

• Work in a global, multicultural, and collaborative team environment.
• Opportunity to contribute to a major digital transformation initiative.
• Long-term learning and career development opportunities.
• Be part of a global IT organization focused on operational excellence and service quality.
• Collaborate with international teams, strategic technology partners, and business stakeholders worldwide.
• Play a key role in improving service stability and preventing recurring business-impacting issues across Agfas global IT environment.

If you are passionate about root cause analysis, continuous improvement, and driving sustainable service excellence in a complex global IT landscape, we invite you to join Agfa and help shape the future of our IT services.

Job Segment

Computer Science, CSR, User Experience, Manager, Information Systems, Technology, Management

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.