About this role
The Problem Manager is the global process lead accountable for reducing the likelihood and impact of incidents by identifying and managing actual and potential causes, workarounds and known errors. Based in Pune, this senior individual contributor will govern reactive and proactive Problem Management across business-critical insurance services, convert operational data into prevention priorities and influence technical owners to deliver sustainable risk reduction. The role does not own engineering fixes; it owns the quality, transparency and momentum of the problem lifecycle. It will also mentor junior Process Analysts. Own the global ITIL 4 Problem Management practice, policy, lifecycle controls, governance cadence, prioritization model, metrics and continual-improvement roadmap. Initiate and govern reactive problems from major incidents, repeated incidents and material service degradation, ensuring scope, impact, evidence, ownership and investigation approach are clear. Lead proactive problem identification using incident patterns, monitoring signals, service trends, vendor data, capacity concerns, known technical debt and operational risk indicators. Facilitate rigorous root-cause analysis using methods appropriate to the evidence and complexity; challenge unsupported conclusions and distinguish symptoms, contributing factors, root causes and control failures. Govern workarounds and known errors so they are validated, risk-assessed, searchable, linked to affected services/CIs and incidents, and communicated through Knowledge Management. Maintain a risk-based problem backlog, prioritize by recurrence, business/customer impact, service criticality, exposure and feasibility, and escalate stalled corrective action to the appropriate governance forum. Ensure permanent corrective actions have accountable technical or business owners and are implemented through Change Enablement with validation of effectiveness after deployment. Own ServiceNow Problem Management functional requirements and data standards, including incident and major-incident linkage, problem tasks, cause/workaround/known-error records, CI/service context, change linkage, dashboards and audit history. Report recurrence, problem aging, time to workaround, time to root cause, known-error exposure, corrective-action progress and benefits realized; avoid presenting closure volume as the sole measure of success. Collaborate with application, infrastructure, cloud, network, cybersecurity, service owners, vendors and business teams to resolve cross-tower causes and reduce operational resilience risk. Identify opportunities for analytics, clustering, observability correlation and automation that improve problem detection or evidence quality while retaining expert review. Mentor junior analysts in problem identification, evidence gathering, RCA facilitation, backlog governance, stakeholder challenge and ServiceNow record quality; create reusable methods and learning reviews.