Problem Manager

Location: Bangalore, IN

Could you be the full-time Problem Manager in [Location] were looking for

Take on a new challenge and apply your IT Service Management expertise in a dynamic and collaborative environment. Youll work alongside dedicated and innovative teammates.

You'll play a key role in preventing incidents, minimizing their impact, and driving continuous improvement through effective problem management. Day-to-day, youll work closely with teams across the business (such as IT support, external vendors, and internal stakeholders), lead root cause analysis initiatives, and create and manage a comprehensive Knowledge Base (KEDB) for known errors and workarounds.

Youll specifically take care of facilitating problem reviews, managing escalations, and ensuring adherence to ITSM processes, but also drive service improvement initiatives and act as a mentor to your peers.

• Ensuring processes are well-defined, communicated, maintained, and adhered to by internal and external support teams.
• Reviewing periodic metrics and taking action to enforce process standards and maturity.
• Facilitating post-major problem review meetings and acting as an escalation point for process issues.
• Driving the integration of the Problem Management process with partners and internal support organizations.
• Coordinating and chairing regularly scheduled Problem Management Board meetings.
• Leading root cause investigations and driving permanent fix solutions.
• Analyzing recurring incidents to identify proactive problems and improvement opportunities.
• Ensuring accurate documentation of problem records and monitoring success rates of closed problem resolutions.
• Chairing dispute resolution calls as needed.

We value passion and attitude over experience. Thats why we dont expect you to have every single skill. Instead, weve listed some that we think will help you succeed and grow in this role:

• Degree in IT, Computer Science, or a related field.
• Experience in handling Problem Management at an enterprise level.
• Understanding of SIAM (Service Integration and Management) or MSI (Multi-Supplier Integration) models.
• Knowledge of ITIL processes, including Configuration, Incident, and Change Management.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and communication skills (written/verbal).
• Ability to work under pressure, multitask, and adapt to changing priorities.
• Proactive, self-motivated, and organized approach to work.
• Flexibility in terms of working hours.

Join us on a life-long transformative journey the rail industry is here to stay, so you can grow and develop new skills and experiences throughout your career. Youll also:

• Enjoy stability, challenges, and a long-term career free from boring daily routines.
• Work with new security standards for rail signalling.
• Collaborate with transverse teams and helpful colleagues.
• Contribute to innovative projects that shape the future of mobility.
• Utilise our agile and inclusive working environment.
• Steer your career in whatever direction you choose across functions and countries.
• Benefit from our investment in your development through award-winning learning programs.
• Progress towards leadership roles in IT Service Management or other related fields.
• Benefit from a fair and dynamic reward package that recognises your performance and potential, plus comprehensive and competitive social coverage (life, medical, pension).

You dont need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, youll be proud. If youre up for the challenge, wed love to hear from you!

As a global business, were an equal-opportunity employer that celebrates diversity across the 63 countries we operate in. Were committed to creating an inclusive workplace for everyone.