66 Problem Management Specialist jobs in India

Teamware Solutions is seeking a proficient Incident Management Specialist to join our IT Operations team. You'll be crucial in minimizing the impact of IT service disruptions, overseeing the entire incident lifecycle from detection and logging to diagnosis, resolution, and closure, ensuring rapid service restoration and continuous improvement.

• Act as the primary point of contact for major incidents , driving their resolution from identification through to service restoration.
• Lead and coordinate technical teams (network, server, application, security) during incidents, ensuring clear communication and efficient problem-solving.
• Log, classify, prioritize, and assign incidents, adhering to established Service Level Agreements (SLAs) .
• Facilitate incident bridge calls , providing timely updates to stakeholders, management, and affected users.
• Ensure comprehensive documentation of all incident details, actions taken, and resolutions for post-incident review and knowledge building.
• Conduct post-incident reviews (PIRs) or contribute to Problem Management processes to identify root causes and preventive measures.
• Develop and maintain incident management procedures, runbooks, and playbooks.
• Utilize IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Management) effectively for incident tracking and reporting.

• Proven experience in an Incident Management role within an IT operations or service delivery environment.

Skills Required:

• Strong understanding and practical experience with ITIL framework concepts , particularly Incident Management processes .
• Experience in leading and coordinating technical teams during critical incidents.
• Proficiency with IT Service Management (ITSM) platforms (e.g., ServiceNow, Jira Service Management ).
• Excellent communication skills , both written and verbal, for technical and non-technical audiences.
• Strong analytical and problem-solving abilities under pressure.
• Ability to prioritize tasks, manage multiple incidents simultaneously, and meet tight deadlines.
• Basic understanding of IT infrastructure components (networks, servers, applications, databases).

Preferred Skills:

• ITIL Foundation certification (v3 or v4).
• Experience with major incident management specific methodologies.
• Knowledge of other ITIL processes like Problem Management and Change Management.
• Familiarity with monitoring tools and alert management systems.

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Infrastructure Specialists at Kyndryl are project-based subject matter experts in all things infrastructure – good at providing analysis, documenting and diagraming work for hand-off, offering timely solutions, and generally “figuring it out.” This is a hands-on role where your feel for the interaction between a system and its environment will be invaluable to every one of your clients.

There are two halves to this role: First, contributing to current projects where you analyze problems and tech issues, offer solutions, and test, modify, automate, and integrate systems. And second, long-range strategic planning of IT infrastructure and operational execution. This role isn’t specific to any one platform, so you’ll need a good feel for all of them. And because of this, you’ll experience variety and growth at Kyndryl that you won’t find anywhere else.

You’ll be involved early to offer solutions, help decide whether something can be done, and identify the technical and timeline risks up front. This means dealing with both client expectations and internal challenges – in other words, there are plenty of opportunities to make a difference, and a lot of people will witness your contributions. In fact, a frequent sign of success for our Infrastructure Specialists is when clients come back to us and ask for the same person by name. That’s the kind of impact you can have!

This is a project-based role where you’ll enjoy deep involvement throughout the lifespan of a project, as well as the chance to work closely with Architects, Technicians, and PMs. Whatever your current level of tech savvy or where you want your career to lead, you’ll find the right opportunities and a buddy to support your growth. Boredom? Trust us, that won’t be an issue.

Your future at Kyndryl
There are lots of opportunities to gain certification and qualifications on the job, and you’ll continuously grow as a Cloud Hyperscaler. Many of our Infrastructure Specialists are on a path toward becoming either an Architect or Distinguished Engineer, and there are opportunities at every skill level to grow in either of these directions.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required Technical and Professional Experience:

Preferred Technical and Professional Experience

• In depth knowledge of Amazon cloud hosting architecture with experience with AWS and Azure is a bonus
• Exceptional judgment and decision-making abilities
• Familiar with a variety of IT concepts, practices, and procedures
• Knowledge of design techniques, tools, and principals involved in production of precision technical plans, blueprints, drawings, and models
• Logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Strong analytical and problem-solving skills with high attention to detail

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Job Title : Incident Management

Experience: 1-3 years

Location : Bangalore

1. Active Directory
2. Bit locker
3. Service Now Ticketing tool.
4. Troubleshooting
5. Incident management
6. Candidate Should have experience in International Tech Support

Description :

We are looking for an experienced Incident Management professional to join our team. The successful candidate will be responsible for managing incidents and ensuring that issues are resolved in a timely and effective manner. The ideal candidate should have 1-3 years of experience in a similar role in the Indian job market.

• Monitor and manage incidents, ensuring that issues are resolved in a timely and effective manner
• Work closely with other teams to identify and resolve issues
• Document incidents and provide regular updates to stakeholders
• Provide support to end-users and resolve issues as required
• Contribute to the development of incident management processes and procedures

• 1-3 years of experience in a similar role
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work well under pressure
• Experience with incident management tools and systems
• Understanding of ITIL best practices
• Bachelor's degree in Computer Science or a related field

Teamware Solutions is seeking a proficient Incident Management Specialist to join our IT Operations team. You'll be crucial in minimizing the impact of IT service disruptions, overseeing the entire incident lifecycle from detection and logging to diagnosis, resolution, and closure, ensuring rapid service restoration and continuous improvement.

• Act as the primary point of contact for major incidents , driving their resolution from identification through to service restoration.
• Lead and coordinate technical teams (network, server, application, security) during incidents, ensuring clear communication and efficient problem-solving.
• Log, classify, prioritize, and assign incidents, adhering to established Service Level Agreements (SLAs) .
• Facilitate incident bridge calls , providing timely updates to stakeholders, management, and affected users.
• Ensure comprehensive documentation of all incident details, actions taken, and resolutions for post-incident review and knowledge building.
• Conduct post-incident reviews (PIRs) or contribute to Problem Management processes to identify root causes and preventive measures.
• Develop and maintain incident management procedures, runbooks, and playbooks.
• Utilize IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Management) effectively for incident tracking and reporting.

• Proven experience in an Incident Management role within an IT operations or service delivery environment.

Skills Required:

• Strong understanding and practical experience with ITIL framework concepts , particularly Incident Management processes .
• Experience in leading and coordinating technical teams during critical incidents.
• Proficiency with IT Service Management (ITSM) platforms (e.g., ServiceNow, Jira Service Management ).
• Excellent communication skills , both written and verbal, for technical and non-technical audiences.
• Strong analytical and problem-solving abilities under pressure.
• Ability to prioritize tasks, manage multiple incidents simultaneously, and meet tight deadlines.
• Basic understanding of IT infrastructure components (networks, servers, applications, databases).

Preferred Skills:

• ITIL Foundation certification (v3 or v4).
• Experience with major incident management specific methodologies.
• Knowledge of other ITIL processes like Problem Management and Change Management.
• Familiarity with monitoring tools and alert management systems.

We are seeking an experienced professional for the Incident Management role at KVC Consultants Ltd. This position requires a strong understanding of IT Service Management principles, including ITIL. You will be responsible for responding to incidents, identifying their root causes, and ensuring swift restoration of IT services while adhering to client SLAs and contributing to continuous improvement.

Roles and Responsibilities:

• Respond promptly to reported incidents, accurately identify their root cause, and initiate the incident management process.
• Actively participate in root cause analysis meetings , gathering lessons learned and managing the implementation of continuous improvement processes to prevent recurrence.
• Ensure that Client SLAs (Service Level Agreements) / KPIs (Key Performance Indicators) and customer satisfaction expectations are consistently achieved.
• Restore failed IT Services as quickly as possible, minimizing disruption to operations.
• Communicate effectively with all stakeholders throughout the incident lifecycle, providing timely updates on status and resolution.
• Document all incident details, including symptoms, diagnosis, actions taken, and resolution, in the incident management system.
• Collaborate with various IT teams and departments to ensure seamless incident resolution and service restoration.
• Contribute to the ongoing development and improvement of incident management processes and procedures.

Skills Requirement:

• Strong knowledge of IT Service Management , including ITIL principles .
• Proven ability to identify the cause of incidents and effectively initiate the incident management process.
• Experience in participating in root cause analysis meetings and driving continuous improvement initiatives.
• Demonstrated capability to ensure the achievement of client SLAs / KPIs and high customer satisfaction.
• Strong problem-solving and analytical skills to diagnose and restore failed IT services quickly.
• Excellent communication skills, both verbal and written, for stakeholder interaction and documentation.
• Ability to work under pressure and manage multiple incidents concurrently.

QUALIFICATION:

• Bachelor's degree or equivalent practical experience in Information Technology or a related field.

Job Title:

Incident Management Coordinator – L1

Department:

IT Operations / Service Desk

Reports To:

Incident Manager or IT Operations Lead

Location:

Remote/Hybrid

Role Purpose:

The Incident Management Coordinator (L1) is responsible for monitoring, logging, categorizing, and prioritizing incidents in alignment with the ITIL framework. This role acts as the first point of contact for incident lifecycle management, ensuring timely communication, escalation, and resolution coordination with technical teams to minimize service disruption.

Key Responsibilities:

Incident Logging & Triage (L1)

• Act as the first point of contact for all IT service interruptions reported via phone, email, chat, or monitoring tools.
• Accurately log incidents into the IT Service Management (ITSM) tool with sufficient detail (time, impact, urgency, affected CI).
• Classify and prioritize incidents according to defined ITIL priority matrix (impact vs urgency).
• Perform initial diagnosis and attempt first-line resolution wherever possible.

Incident Coordination & Escalation

• Ensure incidents are assigned to the correct resolver groups within agreed SLA timelines.
• Monitor incident queues and follow up with technical teams to ensure SLA compliance.
• Escalate major or high-impact incidents to L2/L3 teams and the Incident Manager as per escalation matrix.
• Support the Major Incident Manager by providing accurate and timely information.

Communication & Stakeholder Updates

• Provide regular status updates to end-users, stakeholders, and resolver teams until incident resolution.
• Maintain clear communication with affected customers and ensure their expectations are managed.
• Prepare incident status reports as per process (daily/shift-wise).

Process Compliance & Documentation

• Work strictly within the ITIL-aligned Incident Management process and suggest improvements where needed.
• Ensure all updates, workarounds, and resolutions are documented in the knowledge base for future reference.
• Adhere to agreed KPIs and SLAs for first-time resolution and response times.

Key Deliverables:

• Accurate and timely incident logging.
• SLA compliance for response and resolution.
• Smooth escalation and coordination for major incidents.
• Quality documentation and updates in the ITSM tool.

Required Skills & Experience:

Technical/Process Knowledge

• Familiarity with ITIL framework (ITIL v4 Foundation certification preferred).
• Basic understanding of IT infrastructure components (servers, networks, applications).
• Experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Desk, etc.).

Soft Skills

• Excellent communication (written and verbal) to interact with end-users and technical teams.
• Strong organizational and multitasking abilities.
• Customer-first mindset and ability to handle pressure during major incidents.

Experience Level

• 1–3 years in a Service Desk / Incident Coordination role in an IT environment.
• Prior exposure to ITIL processes in a managed services or global support center is highly desirable.

Shift & Availability:

• 24x7 shift coverage may be required (rotational).
• Ability to work during weekends/public holidays as per support roster.

#teceze #itil #itservices

Job Title:

Incident Management Coordinator – L1

Department:

IT Operations / Service Desk

Reports To:

Incident Manager or IT Operations Lead

Location:

Remote/Hybrid

Role Purpose:

The Incident Management Coordinator (L1) is responsible for monitoring, logging, categorizing, and prioritizing incidents in alignment with the ITIL framework. This role acts as the first point of contact for incident lifecycle management, ensuring timely communication, escalation, and resolution coordination with technical teams to minimize service disruption.

Key Responsibilities:

Incident Logging & Triage (L1)

• Act as the first point of contact for all IT service interruptions reported via phone, email, chat, or monitoring tools.
• Accurately log incidents into the IT Service Management (ITSM) tool with sufficient detail (time, impact, urgency, affected CI).
• Classify and prioritize incidents according to defined ITIL priority matrix (impact vs urgency).
• Perform initial diagnosis and attempt first-line resolution wherever possible.

Incident Coordination & Escalation

• Ensure incidents are assigned to the correct resolver groups within agreed SLA timelines.
• Monitor incident queues and follow up with technical teams to ensure SLA compliance.
• Escalate major or high-impact incidents to L2/L3 teams and the Incident Manager as per escalation matrix.
• Support the Major Incident Manager by providing accurate and timely information.

Communication & Stakeholder Updates

• Provide regular status updates to end-users, stakeholders, and resolver teams until incident resolution.
• Maintain clear communication with affected customers and ensure their expectations are managed.
• Prepare incident status reports as per process (daily/shift-wise).

Process Compliance & Documentation

• Work strictly within the ITIL-aligned Incident Management process and suggest improvements where needed.
• Ensure all updates, workarounds, and resolutions are documented in the knowledge base for future reference.
• Adhere to agreed KPIs and SLAs for first-time resolution and response times.

Key Deliverables:

• Accurate and timely incident logging.
• SLA compliance for response and resolution.
• Smooth escalation and coordination for major incidents.
• Quality documentation and updates in the ITSM tool.

Required Skills & Experience:

Technical/Process Knowledge

• Familiarity with ITIL framework (ITIL v4 Foundation certification preferred).
• Basic understanding of IT infrastructure components (servers, networks, applications).
• Experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Desk, etc.).

Soft Skills

• Excellent communication (written and verbal) to interact with end-users and technical teams.
• Strong organizational and multitasking abilities.
• Customer-first mindset and ability to handle pressure during major incidents.

Experience Level

• 1–3 years in a Service Desk / Incident Coordination role in an IT environment.
• Prior exposure to ITIL processes in a managed services or global support center is highly desirable.

Shift & Availability:

• 24x7 shift coverage may be required (rotational).
• Ability to work during weekends/public holidays as per support roster.

#teceze #itil #itservices

Job Title:

Incident Management Coordinator – L1

Location:

Hyderabad, Noida, Gurugram

Department:

IT Operations / Service Desk

Reports To:

Incident Manager or IT Operations Lead

Location:

Remote/Hybrid

Role Purpose:

The Incident Management Coordinator (L1) is responsible for monitoring, logging, categorizing, and prioritizing incidents in alignment with the ITIL framework. This role acts as the first point of contact for incident lifecycle management, ensuring timely communication, escalation, and resolution coordination with technical teams to minimize service disruption.

Key Responsibilities:

Incident Logging & Triage (L1)

• Act as the first point of contact for all IT service interruptions reported via phone, email, chat, or monitoring tools.
• Accurately log incidents into the IT Service Management (ITSM) tool with sufficient detail (time, impact, urgency, affected CI).
• Classify and prioritize incidents according to defined ITIL priority matrix (impact vs urgency).
• Perform initial diagnosis and attempt first-line resolution wherever possible.

Incident Coordination & Escalation

• Ensure incidents are assigned to the correct resolver groups within agreed SLA timelines.
• Monitor incident queues and follow up with technical teams to ensure SLA compliance.
• Escalate major or high-impact incidents to L2/L3 teams and the Incident Manager as per escalation matrix.
• Support the Major Incident Manager by providing accurate and timely information.

Communication & Stakeholder Updates

• Provide regular status updates to end-users, stakeholders, and resolver teams until incident resolution.
• Maintain clear communication with affected customers and ensure their expectations are managed.
• Prepare incident status reports as per process (daily/shift-wise).

Process Compliance & Documentation

• Work strictly within the ITIL-aligned Incident Management process and suggest improvements where needed.
• Ensure all updates, workarounds, and resolutions are documented in the knowledge base for future reference.
• Adhere to agreed KPIs and SLAs for first-time resolution and response times.

Key Deliverables:

• Accurate and timely incident logging.
• SLA compliance for response and resolution.
• Smooth escalation and coordination for major incidents.
• Quality documentation and updates in the ITSM tool.

Required Skills & Experience:

Technical/Process Knowledge

• Familiarity with ITIL framework (ITIL v4 Foundation certification preferred).
• Basic understanding of IT infrastructure components (servers, networks, applications).
• Experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Desk, etc.).

Soft Skills

• Excellent communication (written and verbal) to interact with end-users and technical teams.
• Strong organizational and multitasking abilities.
• Customer-first mindset and ability to handle pressure during major incidents.

Experience Level

• 1–3 years in a Service Desk / Incident Coordination role in an IT environment.
• Prior exposure to ITIL processes in a managed services or global support center is highly desirable.

Shift & Availability:

• 24x7 shift coverage may be required (rotational).
• Ability to work during weekends/public holidays as per support roster.

#teceze #itil #itservices

Job Title:

Incident Management Coordinator – L1

Department:

IT Operations / Service Desk

Reports To:

Incident Manager or IT Operations Lead

Location:

Remote/Hybrid

Role Purpose:

The Incident Management Coordinator (L1) is responsible for monitoring, logging, categorizing, and prioritizing incidents in alignment with the ITIL framework. This role acts as the first point of contact for incident lifecycle management, ensuring timely communication, escalation, and resolution coordination with technical teams to minimize service disruption.

Key Responsibilities:

Incident Logging & Triage (L1)

• Act as the first point of contact for all IT service interruptions reported via phone, email, chat, or monitoring tools.
• Accurately log incidents into the IT Service Management (ITSM) tool with sufficient detail (time, impact, urgency, affected CI).
• Classify and prioritize incidents according to defined ITIL priority matrix (impact vs urgency).
• Perform initial diagnosis and attempt first-line resolution wherever possible.

Incident Coordination & Escalation

• Ensure incidents are assigned to the correct resolver groups within agreed SLA timelines.
• Monitor incident queues and follow up with technical teams to ensure SLA compliance.
• Escalate major or high-impact incidents to L2/L3 teams and the Incident Manager as per escalation matrix.
• Support the Major Incident Manager by providing accurate and timely information.

Communication & Stakeholder Updates

• Provide regular status updates to end-users, stakeholders, and resolver teams until incident resolution.
• Maintain clear communication with affected customers and ensure their expectations are managed.
• Prepare incident status reports as per process (daily/shift-wise).

Process Compliance & Documentation

• Work strictly within the ITIL-aligned Incident Management process and suggest improvements where needed.
• Ensure all updates, workarounds, and resolutions are documented in the knowledge base for future reference.
• Adhere to agreed KPIs and SLAs for first-time resolution and response times.

Key Deliverables:

• Accurate and timely incident logging.
• SLA compliance for response and resolution.
• Smooth escalation and coordination for major incidents.
• Quality documentation and updates in the ITSM tool.

Required Skills & Experience:

Technical/Process Knowledge

• Familiarity with ITIL framework (ITIL v4 Foundation certification preferred).
• Basic understanding of IT infrastructure components (servers, networks, applications).
• Experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Desk, etc.).

Soft Skills

• Excellent communication (written and verbal) to interact with end-users and technical teams.
• Strong organizational and multitasking abilities.
• Customer-first mindset and ability to handle pressure during major incidents.

Experience Level

• 1–3 years in a Service Desk / Incident Coordination role in an IT environment.
• Prior exposure to ITIL processes in a managed services or global support center is highly desirable.

Shift & Availability:

• 24x7 shift coverage may be required (rotational).
• Ability to work during weekends/public holidays as per support roster.

#teceze #itil #itservices