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Major Incident / Problem Manager

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Hewlett Packard Enterprise

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Location:
India , Bangalore

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Major Incident / Problem Manager will report to the ITSM Manager. The primary responsibility will be to ensure that root-cause is established for all major incidents and that a formal RCA is published within agreed SLAs. In addition, the current Major Incident and Problem management processes should be reviewed improved, and where agreed with the ITSM manager, improvements implemented. Implementation will include documentation and mentoring of all IT stakeholders. RCA reports and proactive analysis of trends in incidents eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented.

Job Responsibility:

  • Ensures post-review of major problems
  • Ensures reactive and proactive management of IT problems and known errors
  • Coordinates efforts of all Problem Analysts, including suppliers and external teams, to ensure timely resolution of problems
  • Closes all problem records
  • Owns the Known Error Database and ensures its maintenance
  • Carries out the Process Manager responsibilities for the Problem Management process
  • Define and maintain the problem management procedure
  • Periodically review effectiveness and efficiency of the problem management process
  • Continuously improve the problem management process
  • Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution
  • Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem
  • Analyses incident and problem reports and statistics to propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible incidents

Requirements:

  • Professional degree with 5+ years related IT experience
  • Hands on experience in Managing major incidents
  • Analyzed incident and problem reports to proactively identify potential issues, proposing and implementing resolutions to reduce incident volume
  • Proficient in knowledge of the IT infrastructure (hardware, databases, operating systems, Network, Cloud, Virtualization etc) and future IT trends
  • ITIL 4 Foundation certification mandatory
  • Has a broad knowledge and understanding of IT concepts and architectures, coupled with proven experience of successfully managing incidents and problems
  • Has general awareness of the nature of business-critical incidents, and of their implications for the business
  • Relevant ITIL knowledge and certifications
  • Experience in managed service preferred

Nice to have:

  • Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives
  • Exceptional Customer service skills, mindset & attitude
  • Be professional in all modes of interaction with our internal & external customers
  • Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable
  • Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful
  • Innovative - Builds and improves key business processes that enhance the effectiveness of HPE. Generates new ideas, challenges the status quo, and solves problems creatively
  • The candidate must collaborate with other teams and individuals within the organization
  • Be capable of making well founded decisions in high pressure situations & exercising diplomacy when operating in politically charged environments
  • Actively listen and confirm problem details showing empathy for urgent situations
  • Utilize effective negotiation skills which will lead to satisfactory issue resolutions
What we offer:
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion

Additional Information:

Job Posted:
June 19, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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