New 
Senior Problem Management Sme
 Tata Consultancy Services | |
$90,000 - $120,000
| |
 United States, Texas, Dallas | |
 Nov 13, 2026 | |
|
Job Description
Must Have Technical/Functional Skills *
8+ years of hands-on Problem Management experience in complex enterprise technology environments. *
ITIL Foundation certification required; advanced ITIL certification related to Problem Management or service management preferred. *
Extensive knowledge of Problem Management practices, including reactive and proactive Problem Management, root cause analysis, known errors, workarounds, corrective actions, and continual improvement. *
Strong working knowledge of related ITSM processes, particularly Incident, Major Incident, Change, Knowledge, and Configuration Management. *
Strong hands-on experience using ServiceNow Problem Management for problem records, investigations, reporting, analysis, and corrective-action tracking. *
Demonstrated experience facilitating complex root cause investigations involving application, infrastructure, network, cloud, database, integration, and other technical teams. *
Experience with structured root cause and problem-analysis techniques such as 5 Whys, Ishikawa/Fishbone analysis, fault-tree analysis, Pareto analysis, and trend analysis. *
Ability to analyze incident and operational data to identify recurring patterns, problem candidates, systemic risks, and opportunities for proactive Problem Management. *
General technical understanding of enterprise application and infrastructure architecture, including applications, servers, databases, networks, cloud services, integrations, and service dependencies. *
Strong leadership and influencing skills with the ability to challenge technical teams and SI partners constructively and drive investigations and corrective actions to completion. *
Strong written and verbal communication skills with the ability to communicate complex technical problems, business impacts, root causes, risks, and corrective actions to technical and management audiences. *
Strong Microsoft Office skills, including Excel, PowerPoint, and Word, for analysis, reporting, and management presentations. *
Strong partnership and collaboration skills with the ability to work effectively with the SMO Global Process Owner, SIAM Leads, SI partners, technical teams, and leadership. *
Experience working in complex multi-provider or SI environments strongly preferred. *
Experience with AI, Microsoft 365 Copilot, AI agents, or other Generative AI technologies to support problem identification, analysis, reporting, or automation preferred. *
Demonstrated thought leadership with the ability to work independently, identify improvement opportunities, challenge existing practices, and recommend practical solutions. *
Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related discipline preferred, or equivalent relevant professional experience. Roles & Responsibilities *
Le ad and coordinate Problem Management activities for complex, recurring, high-impact, and business-critical technology issues. *
Work with the SMO Global Process Owner to execute and continuously improve the Problem Management process. *
Proactively identify problem candidates through Major Incidents, recurring incidents, service trends, monitoring, and other operational data. *
Facilitate and challenge root cause analysis activities to ensure investigations identify contributing factors and underlying causes rather than simply documenting symptoms. *
Drive SI partners and technical teams to establish clear problem ownership, investigation plans, corrective actions, target dates, and permanent solutions. *
Review problem records for completeness, quality, appropriate root cause documentation, corrective actions, and closure criteria. *
Track known errors, workarounds, corrective actions, and permanent fixes to reduce recurring incidents and business impact. *
Identify aging, stalled, or ineffective problem investigations and drive appropriate follow-up and escalation. *
Analyze Problem Management trends and performance to identify recurring issues, systemic risks, and improvement opportunities. *
Ensure Problem Management activities are effectively linked with Major Incident, Incident, Change, Knowledge, and other related ITSM processes. *
Work with the SIAM team to identify and address SI partner performance concerns, recurring technical issues, problem ownership gaps, and corrective actions requiring governance or escalation. *
Support SIAM governance by providing insight into recurring SI partner issues, root cause quality, corrective-action performance, and opportunities for service improvement. *
Provide clear Problem Management reporting and presentations to leadership, the SMO Global Process Owner, SIAM Leads, SI partners, and technical teams. *
Work with the SMO Global Process Owner to identify opportunities to use AI and automation to improve problem identification, trend analysis, correlation, root cause analysis, reporting, and corrective-action tracking. *
Ensure Problem Management activities are executed in accordance with established processes, procedures, governance, and continual improvement requirements. Salary Range: $90,000-$120,000 a year Location
Dallas, TX
Function
TECHNOLOGY
Role
Senior Engineer
ID
439171
Skills
ITSM | ITIL
Salary Range
$90,000 - $120,000 | |