ITIL Problem Manager - L3

Req Id: 99721

City: Chennai

State/Province: Tamil Nadu

Posting Start Date: 9/29/25

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Description

• Skill : Problem Manager
• Location : Chennai

Key responsibilities

• Track and communicate progress of problem(s) to relevant parties.
• Review progress/results with client and/or (senior) management.
• Maintain Known Error database.
• Problem management reporting and metrics
• Drive the process the adherence during any Incident Handling
• Participate in the Incidents to ensure that all parties contribute to the resolution.
• Coordinate between multiple support teams and with vendors to delivery incident resolution.
• Validate the Incident Report for the appropriate update and ensure that the RCA is delivered as required.
• Inform the respective owners on the open incidents.
• Validate the impact on the incident and update customer on the further action.
• Facilitate Problem Analysis, Major Incident Reviews and Problem Compliance Reviews
• Verify Root Cause and solution options and/or temporary solution.
• Track Corrective Actions to completion.
• Approve results of Corrective Actions based upon predefined verification criteria.
• Approve solution propagation activities and results of Root Cause Analysis.
• Assist work groups in prioritising workload to meet service level commitments.
• Liaison with the process team to provide any work arounds if available.
• Review all incidents of the day for logical closure.
• Initiate problem management on all P1and P2 tickets.
• Attend to the Mail Box and ensure all mails are responded
• Take ownership of Incident Management for High Severity Incident during the shift and perform necessary actions as documented.
• Update the details on the Incident in the tool and manage the overall execution of the Incident.

Experience/Skills:

• Experience in ITSM practice in managing various ITIL process roles, viz., Incident manager, Problem manager.
• ITIL certification
• Good Knowledge of ITSM Tools; ServiceNow etc.
• Excellent Presentation skills, verbal and written communication skills and facilitation skills
• Good documentation and process flow diagramming skills
• Graduate in IT / relevant degree

•

Mandatory Skills: ITIL Problem Mgmt .

Experience: 5-8 Years .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Client-provided location(s): Chennai, India

Job ID: Wipro-99721

Employment Type: OTHER

Posted: 2025-10-01T18:40:46