Job Description

Pune, IN-MH
Position Type
Full Time


Requisition ID
12439


Level of Education
3 Year Degree or equivalent


Years of Experience
7+ to 10 Years

About Exela

Exela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela's software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. - Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500+ employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner.

Job Title & Summary
As a Problem Manager at XBP Global, you will be responsible for identifying, analyzing, and resolving the root causes of recurring incidents to prevent future service disruptions. You will lead problem investigation activities, coordinate with technical teams to implement permanent fixes, and drive proactive problem identification initiatives. This critical role requires an experienced professional with strong analytical capabilities and technical acumen to enhance service reliability and reduce total cost of incident management.

Key ResponsibilitiesLead end-to-end problem management lifecycle from identification through permanent resolution Conduct root cause analysis using structured methodologies (5-Why, Fishbone, Fault Tree Analysis) Coordinate problem investigation activities with technical teams, vendors, and subject matter experts Proactive problem management to reduce incidents and improve service stability Problem investigation and analysis to drive service improvements Maintain problem records, track resolution progress, and ensure timely closure of problem tickets Develop and maintain Known Error Database (KEDB) with workarounds and resolution procedures Perform trend analysis on incident data to identify proactive problem management opportunities Collaborate with Incident Management team to minimize service disruption during problem resolution Interface with Change Management to ensure proper implementation of permanent fixes Generate problem management reports, metrics, and KPIs for senior management review Drive continuous service improvement initiatives based on problem patterns and trends


NICE TO HAVE SkillsITIL Intermediate certification with specialization in Service Operations ServiceNow certification (CSA/CAD preferred) Six Sigma Green Belt or Black Belt certification for process improvement Technical certifications in relevant infrastructure domains (networking, cloud, databases) Experience with advanced analytics tools for problem pattern recognition Knowledge of AI/ML applications for proactive problem identification Background in leading service reliability engineering initiatives Experience with automation tools for problem diagnosis and resolution Understanding of DevOps practices and site reliability engineering (SRE) principles
Qualifications

Bachelor's degree in Information Technology, Computer Science, Engineering, or related field

Minimum 7+ years of hands-on experience in ITSM and IT Operations

ITIL v4 Foundation certification (mandatory)

Experience in deployment of Problem Management process in ServiceNow

Experience with enterprise-level incident management processes

Strong understanding of ITIL framework and best practices

Proven track record in stakeholder management and cross-functional collaboration

MUST HAVE Skills

Expert knowledge of ITIL Problem Management processes and root cause analysis methodologies

Proven experience investigating complex technical problems in enterprise IT environments

Strong analytical and critical thinking skills with attention to detail

Excellent technical troubleshooting capabilities across multiple technology domains

Experience with problem management tools and Known Error Database maintenance

Strong collaboration skills for coordinating multi-disciplinary investigation teams

Understanding of statistical analysis and trend identification techniques

Knowledge of ITSM integration points with Incident, Change, and Configuration Management

Disclaimer:

Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

Exela recruiters or representatives will only contact you from emails ending with @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process.