Problem Manager

Primary Skills: Incident Management, Problem Management, ITIL Foundation

Secondary Skills: Excel Knowledge, Analytical skill  & Communication

Selling Point: Experience in QSR or Retail Industry

As a Problem Manager

Single point of contact for one or more problems

Responsible for Ownership and Coordination of actions of those problems

To analyze root cause, identify Known Error and coordinating actions to fix the error.

To review the Problem Trends and Planning and Driving Improvement Plan

To be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit

Key Accountabilities:

Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)

Prevents the replication of Problems across multiple systems

Reviews the efficiency and effectiveness of the Problem control process

Maintains inventory of problems under analysis and their current progress and status

Follows up issues and progress with problem owners where necessary

Produces Problem Management reports and management information

Coordinates meetings to resolve problems

Prevents  recurrence of issues by identifying root cause and implementing fix

Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party

Drive all problems towards root cause identification and permanent fix

Need to have innovative approach as problems are unique and need to use different RCA techniques

Good Interpersonal skills and  organizational skills required

Behavioral/ Personality Specifications required:-

Communication skills

Presentation skills


Go Getter

Show Can – do – attitude

Minimum 3 years Incident & Problem Management experience

Analytical skills and Good ITIL understanding

Role Overview:

  • Provides full support to the Program/Project Managers in their role of Program/Project Delivery in the provision of project schedule, cost and finance information to aid the Program/Project control and monitoring.
  • Will work within a structured team environment with some having line management responsibilities.
  • The project analyst should provide support to departments by gathering and analyzing the data, by establishing and maintaining corporate business policies, process and procedures.
  • The project analyst should assist in managing various reports like cover forecast reports budget status reports and other management related reports.

General Responsibilities / Accountabilities:

  • Responsible for Financial Planning;
  • Monitors and Reviews Budget Report;
  • Works on the Overall Project Schedule and Provide status updates;
  • Develops, Designs and Establishes reporting standards;
  • Develops communication Plan for the Project;
  • Understands requirement of the client;
  • Sets goals and targets;
  • Co-ordination across business units affecting the project;
  • Collaborates closely with the Project team;
  • Full accurate and on time execution of standard Project Management processes.

Candidates should be flexible/willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment

  • Qualification: Bachelor’s Degree
  • Should be experienced in Process – specific
  • Should be proficient in General Reporting
  • Should have progressing skills in People skills – Task Manager, Change Management, Financial Analysis, Continuous (Service) Improvement & Project Management
  • Should have baseline skills in Analytics & Stakeholder Management

Applicants for employment in the US must have valid work authorization that does not now require sponsorship of a visa for employment authorization in the US by Capgemini.

About Capgemini

With more than 190,000 people, Capgemini is present in over 40 countries and celebrates its 50th Anniversary year in 2017. A global leader in consulting, technology and outsourcing services, the Group reported 2016 global revenues of EUR 12.5 billion (about $13.8 billion USD at 2016 average rate). Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore, its worldwide delivery model.

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Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

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