Project Role: Application Support Engineer

Project Role Description: Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Must have skills: Problem Management

Good to have skills: NA

Minimum 5 year(s) of experience is required

Educational Qualification: 15 years full time education
Job Title: Problem Manager
Reports To: Service Delivery Manager / Head of ITSM / SIAM Lead

Job Summary:

The Problem Manager is responsible for managing the Problem Management process, ensuring the identification and elimination of the root causes of incidents and minimizing the impact of recurring issues. This role focuses on both reactive and proactive problem management, driving permanent solutions, and reducing the risk and frequency of incidents in the IT environment.

Key Responsibilities:

• Own and manage the Problem Management process, ensuring alignment with ITIL best practices.
• Perform root cause analysis (RCA) for recurring or high-impact incidents using techniques such as 5 Whys, Ishikawa (fishbone), or fault tree analysis.
• Identify and log problems based on incident trends, major incidents, and monitoring alerts.
• Work collaboratively with Incident Management, Change Management, and technical teams to investigate problems and develop permanent solutions.
• Track and manage known errors and maintain the Known Error Database (KEDB).
• Prioritize problems based on impact, frequency, and risk to the business.
• Facilitate Problem Review Boards or regular technical meetings to discuss problem status and actions.
• Ensure timely implementation of problem resolutions, workarounds, or preventive measures.
• Monitor and report on problem metrics, such as problem resolution time, reoccurrence rate, and impact reduction.
• Support continual service improvement by identifying and addressing systemic weaknesses in IT services.

Required Skills & Experience:

• Experience in Problem Management or related ITSM functions such as Incident or Change Management.
• Strong understanding of ITIL frameworks, particularly Service Operation and Continual Service Improvement.
• Skilled in root cause analysis methodologies and problem-solving techniques.
• Experience using ITSM tools (e.g., Service Now, Remedy, Jira Service Management) to manage problem records and known errors.
• Strong analytical, organizational, and communication skills.
• Ability to work cross-functionally with technical teams, business units, and management.

Preferred Qualifications:

• ITIL v3 or v4 Foundation certification (Intermediate in Operational Support and Analysis or CSI is a plus)
• Background in technical roles (e.g., systems administration, network engineering, software support)
• Familiarity with data analysis, monitoring tools, or log analysis platforms (e.g., Splunk, ELK, Solar Winds)

Key Competencies:

• Analytical and investigative mindset
• Attention to detail
• Cross-functional collaboration
• Communication and facilitation skills
• Proactive and preventive thinking
• Ability to drive root cause analysis and follow-through

Additional Information:

• The candidate should have minimum 5 years of experience in Problem Management.
• This position is based in Pune.
• A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.