Problem Manager

AGFA HealthCare

. Lead and continuously improve the global Problem Management process .

Posted 9/17/2026full-timeMumbai • IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Problem Management processes, including Root Cause Analysis and service improvement initiatives, while effectively coordinating cross-functional teams and managing stakeholder communications in a global IT environment.

Highest-signal resume keywords

ITIL Problem ManagementRoot Cause AnalysisService Integration And Management (SIAM)Stakeholder CommunicationContinuous Improvement Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Problem ManagementRoot Cause AnalysisTrend AnalysisOperational ReportingService IntegrationMetrics TrackingIncident ManagementService Performance ImprovementCorrective Action ImplementationProcess-Oriented Approach

Soft Skills

Analytical SkillsFacilitation SkillsNegotiation SkillsDecision-Making SkillsFlexibility

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

Global IT LandscapeCross-Functional TeamsOperational RiskService StabilityVendor Management

About the role

Key responsibilities & impact

Lead and continuously improve the global Problem Management process
Coordinate problem investigations across internal teams, service providers, and technology partners
Drive Root Cause Analysis (RCA) activities for recurring and major incidents
Ensure identification, tracking, and implementation of permanent corrective actions
Facilitate collaboration between technical teams to resolve complex and cross-functional problems
Provide regular status updates and reporting to business stakeholders and leadership
Manage escalations related to problem investigations and resolution activities
Lead post-incident reviews and identify opportunities for continuous service improvement
Perform trend analysis, reporting, and metrics tracking to proactively identify improvement opportunities
Act as backup for the Incident Manager when required
Reduce operational risk, improve service performance, and enhance service stability across Agfa's global IT landscape

Requirements

What you’ll need

Bachelor's or Master's degree in Information Technology, Computer Science, Engineering, or a related discipline
Proven track record in Problem Management roles
Strong knowledge of ITIL Problem Management processes and best practices
ITIL Foundation certification or higher certification is preferred
Experience working in SIAM (Service Integration and Management) and multi-supplier environments
Understanding of service integration, governance, and operational reporting
Experience coordinating cross-functional technical teams in large-scale IT environments
Strong analytical skills with proven experience conducting Root Cause Analysis and driving permanent resolutions
Excellent stakeholder, communication, and vendor management capabilities
Strong analytical and root cause investigation capabilities
Strong facilitation, negotiation, and communication skills
Structured and process-oriented approach to service management
Strong problem-solving and decision-making capabilities
Continuous improvement mindset focused on operational excellence and service stability
High degree of flexibility and willingness to support critical problem investigations and major incident follow-up activities outside standard business hours when required in a global environment

Benefits

Comp & perks

Competitive compensation and benefits
Long-term learning and career development opportunities
Global, multicultural, and collaborative team environment
Opportunity to contribute to a major digital transformation initiative
Collaboration with international teams, strategic technology partners, and business stakeholders worldwide