TMF

TMF Group is a leading provider of administrative services, helping clients invest and operate safely around the world. As we’re a global company with 11,000+ colleagues based in over 125 offices across 87 jurisdictions, we actively seek out people with the talent and potential to flourish at TMF Group, whatever their background, and offer job opportunities to the broadest spectrum of people. Once on board we nurture and promote talented individuals, making sure that senior positions are open to all.

TMF India is a Great Place to Work, ISO & ISAE certified organization.

The Problem Manager is responsible for minimizing the impact of incidents and problems on the organization by identifying and eliminating their root causes. This role involves proactive and reactive problem management to ensure long-term solutions, prevent recurring incidents, and improve overall IT service quality. The Problem Manager will collaborate across teams, driving efficient problem resolution and process improvements aligned with ITIL best practices. 

Problem Management

• Lead and manage all problem management activities, including root cause analysis, problem identification, and resolution.
• Coordinate with cross-functional teams to ensure timely resolution of problems.
   Develop and maintain problem records, documenting root causes, impacts, and resolutions. 
• Ensure timely escalation and communication of critical problems to senior management. 

Proactive Problem Management 

• Analyze incident trends, recurring issues, and potential risks to identify opportunities for improvement. 
•  Develop and implement measures to reduce problem occurrence and minimize the impact of incidents. 
• Drive the implementation of permanent solutions and preventive measures. 

Reporting and Documentation 

• Prepare regular reports on problem management metrics, including resolution time, root causes, and recurring incidents. 
• Maintain and enhance the Problem Management database for knowledge sharing and future reference. 
• Provide detailed post-problem reviews, including recommendations for process improvements.

Stakeholder Collaboration 

• Work closely with incident management, change management, and service delivery teams to ensure alignment and effective communication.
•  Engage with vendors and third-party support teams as needed to address and resolve problems. 
• Facilitate and chair Problem Review Boards or similar forums to discuss and prioritize problems. 

• Bachelor’s degree in Computer Science, Information Technology, or a related field. 
• Minimum 10 years of experience in IT Service Management, with 6+ years specifically in Problem Management. 
• Proven experience in root cause analysis and problem resolution techniques. 
• ITIL Foundation (v3 or 4) certification is mandatory. 
• ITIL Intermediate or Practitioner certifications (preferred). 
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities. 
• Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy). 
• Ability to manage multiple problems and priorities simultaneously.
• Solid understanding of incident, change, and release management processes.

Key Attributes 

• Proactive and results-driven mindset. 
• Ability to work under pressure and meet deadlines. 
• Strong attention to detail and organizational skills. 
• Commitment to continuous improvement and learning. 

Pathways for career development

• Work with colleagues and clients around the world on interesting and challenging work;
• We provide internal career opportunities so you can take your career further within TMF;
• Continuous development is supported through global learning opportunities from the TMF Business Academy.

Making an impact

• You’ll be helping us to make the world a simpler place to do business for our clients;
• Through our corporate social responsibility programme, you’ll also be making a difference in the communities where we work.

A supportive environment

• Strong feedback culture to help build an engaging workplace;
• Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.

Other Benefits

• Anniversary & Birthday Leave policy
• Be part of One TMF
• Paternity & Adoption leaves
• Salary advance policy
• Work flexibility – Hybrid work model
• Talk about growth opportunities (we invest in talent)
• Well-being initiatives