ITSM Problem Management Specialist

Role Overview Infosys is hiring an ITSM Problem Management Specialist in Bengaluru. This role is responsible for driving the ITIL Problem Management process, reducing recurring IT incidents, and collaborating with cross-functional teams to resolve complex technical concerns. The ideal candidate will have 2-5 years of experience in ITSM and a customer-centric mindset to support global clients. Key Responsibilities - Lead and manage the ITIL Problem Management lifecycle to identify root causes of IT incidents - Collaborate with technical teams to define workarounds and permanent solutions - Maintain documentation of known errors, root-cause analyses (RCA), and incident reports - Interface with IT service users, maintaining professional communication and customer satisfaction - Monitor service delivery compliance against defined service level agreements (SLAs) Required Qualifications - 2-5 years of experience in IT Service Management, with focus on Problem Management - Practical knowledge of the ITIL framework (ITIL Foundation Certification preferred) - Exceptional communication, collaboration, and troubleshooting skills - Customer-oriented attitude and ability to manage stakeholders in high-pressure situations - University degree in IT, computer science, or equivalent field Why Join Us Infosys is a global leader in digital services and consulting. This role offers the opportunity to join a highly respected IT governance unit, gaining deep operational skills in world-class service management.

- 2 to 5 years of experience in ITSM (Preferably Problem Management) - Understanding of ITIL frameworks and ITIL Foundation Certification is preferred - Excellent written and verbal communication skills in English - Strong user-facing, customer-centric, and collaboration skills - Bachelor's degree or equivalent technical experience

- Competitive compensation package and global exposure - Work with a high-calibre team of IT service professionals - Access to advanced ITIL training and career development portals