Problem Manager

About Cloud4C:

• Cloud4C is the fastest growing Cloud Infrastructure and Managed Services Provider supporting mission critical workloads of 3500+ enterprises including 60+ of the Global Fortune 500 companies.
• Cloud4C is a niche and only managed services provider with Single SLA up to Application layer leveraging 18 Centers of Excellence. It specializes in Multi-Cloud/Hybrid-Cloud requirements, addressing the complex needs of large enterprises across Hyper-scale Public Cloud Platforms – Azure, GCP, AWS & Alibaba to Private Cloud environments.
• The company offers an integrated cloud security services through 26 security tools and 40+ security controls to ensure data is protected and backed by industry compliances – PCIDSS, GxP, HIPPA, IRAP, MAS etc.
• We are currently present in 25 countries across ASIA (India, Sri Lanka, Japan, Singapore, Australia, New Zealand, Thailand, Malaysia, Indonesia, Philippines, South Korea, Vietnam and Hong Kong) EMEA (Netherlands, Switzerland, UK, Portugal, Saudi Arabia, UAE, Qatar and Bahrain) AMERICA (USA, Canada, Mexico and Colombia)
• We work with the leading technology companies in providing the community clouds like HANA Enterprise Cloud along with SAP, Banking Community Cloud along with Fidelity, G-Cloud along with Infosys to name a few.

Job Summary

We are looking for an experienced ITSM professional with strong expertise in Incident, Problem, and Change Management to manage and improve IT service operations. The role will be responsible for ensuring effective incident resolution, root-cause analysis, controlled implementation of changes, and continuous improvement of IT services in line with ITIL best practices.

Key Responsibilities

Incident Management

• Own and manage the end-to-end incident management process , from identification through resolution and closure.
• Ensure incidents are appropriately prioritized based on business impact and urgency.
• Monitor SLA adherence and drive timely resolution of incidents.
• Coordinate with infrastructure, application, network, security, and vendor teams for major incident resolution.
• Lead Major Incident Management (MIM) activities, including stakeholder communication and escalation.
• Conduct post-incident reviews and identify opportunities for service improvement.
• Prepare and publish incident reports and operational dashboards.

Problem Management

• Own the end-to-end problem management lifecycle .
• Identify recurring incidents and initiate problem records for investigation.
• Lead Root Cause Analysis (RCA) and ensure corrective/preventive actions are identified and tracked.
• Drive permanent fixes and reduce repeat incidents.
• Maintain and manage the Known Error Database (KEDB) .
• Track problem backlog, aging, risks, and action items.
• Conduct periodic Problem Review meetings with relevant technical teams.

Change Management

• Manage the Change Management process in accordance with ITIL standards.
• Review and validate Normal, Standard, and Emergency Changes .
• Coordinate Change Advisory Board (CAB) meetings.
• Ensure appropriate impact, risk, implementation, validation, and rollback plans are documented.
• Monitor change success rate and identify failed or unauthorized changes.
• Ensure changes are properly scheduled and communicated to stakeholders.
• Conduct Post Implementation Reviews (PIR) for failed or high-risk changes.
• Drive continuous improvement in change governance and compliance.

ITSM Process Governance

• Ensure ITSM processes comply with organizational policies and ITIL best practices .
• Define, monitor, and report KPIs and SLAs for Incident, Problem, and Change Management.
• Identify process gaps and implement continuous service improvement initiatives.
• Prepare weekly/monthly MIS and management dashboards .
• Coordinate with internal stakeholders, service owners, technical teams, and external vendors.
• Support ITSM audits and compliance activities.

Required Skills

• Strong knowledge of ITIL Incident, Problem and Change Management .
• Hands-on experience in Major Incident Management and stakeholder communication.
• Strong understanding of RCA methodologies such as 5 Whys, Fishbone, and fault-tree analysis.
• Experience managing CAB and change governance .
• Strong understanding of SLA, KPI, OLA, and service reporting.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work under pressure and manage critical incidents.
• Strong stakeholder and vendor management skills.
• Good knowledge of IT infrastructure and enterprise IT operations.