Technology Major Problem Manager - Senior Systems Operations Engineer

Overview

Lead the end-to-end Technology Major Problem Management lifecycle for high-severity, enterprise-impacting technology events. The role identifies root causes, mitigates systemic risks, prevents recurrence of critical incidents, and drives reliability, restorability, and resiliency improvements.

What you'll do

• Lead or participate in managing all installed systems and infrastructure within the Systems Operations functional area.
• Contribute to increasing system efficiencies and lowering human intervention time on related tasks.
• Review and analyze moderately complex operational support systems, application software, and system management tools to ensure high levels of systems and infrastructure availability.
• Work with vendors and other technical personnel to resolve problems and technical issues.
• Lead the team to meet technical deliverables while leveraging understanding of technical process controls or standards.
• Own and manage Major Problem records originating from Priority 1, Priority 2, and approved Priority 3 Major Incidents.
• Validate Major Problem intake criteria, scope, severity, and classification in alignment with TMIPM standards.
• Lead and facilitate deep-dive Root Cause Analysis sessions involving multiple platforms and technology teams.
• Document root cause, contributing factors, configuration items, and business impact within the ITSM tool.
• Drive the creation, prioritization, and execution of Problem Tasks aligned to reliability, restorability, and resiliency objectives.
• Partner with TMIM to transition effectively from incident resolution to problem investigation and closure.
• Track, complete, and validate corrective and preventive actions before Problem closure.
• Support preparation and review of Major Problem Review artifacts, executive summaries, and regulator-ready documentation when required.
• Analyze Major Problem trends to identify systemic issues and recommend preventative improvements.
• Communicate Problem status, risk posture, and remediation progress to senior technology and business leadership.

What you'll need

• 4+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through work experience, training, military experience, education, or a combination of these.

Nice to have

• Bachelor's degree in Technology or Science.
• Strong years of experience in technology operations, production support, or service management.
• Strong experience in Problem Management and Root Cause Analysis facilitation.
• Strong verbal and written skills and expertise in handling executive communications.
• Proficiency with ITSM platforms such as ServiceNow for Incident, Problem, and Change Management.
• Strong stakeholder management and executive communication skills.
• ITIL Foundation or higher certification.
• Experience supporting large-scale, 24x7 enterprise environments.
• Experience managing customer-impacting or regulatory-sensitive technology events.
• Familiarity with Technology Risk, Control, and Audit requirements.
• Hands-on working experience in core technologies such as server, storage, network, database, or application architecture and development.

Details

• Location: Bengaluru, India.