Problem Manager - IT Service Operations

Problem Manager

Problem Manager

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

   

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

As a Problem Manager within GTS CIMR, you will play a pivotal role in strengthening service stability, improving customer experience, and driving proactive operational excellence. This role goes beyond resolving issues in the moment—you will focus on preventing recurring incidents, reducing customer impact, and eliminating root causes across complex technical environments. You will own the end-to-end problem management lifecycle, partner with cross-functional teams, and turn recurring challenges into lasting improvements that benefit both customers and the business.

What You’ll Do:

• Lead end-to-end problem management activities including identification, categorization, prioritization, investigation, diagnosis, and solution implementation.
• Own the lifecycle of problems that may span multiple delivery teams, technologies, and operational processes.
• Bring together the right technical and business stakeholders to address recurring issues with urgency, focus, and accountability.
• Drive proactive actions that prevent incidents, reduce repeat issues, and minimize the impact of unavoidable service disruptions.
• Ensure effective workarounds are identified, documented, and made available to incident management teams.
• Develop and track permanent fixes for known errors while using trend analysis to uncover patterns across services and historical incidents.
• Capture and communicate key learnings, best practices, and preventive recommendations to strengthen operational maturity across the organization.

What Success Looks Like:

• Identify systemic issues and drive corrective and preventive action plans that deliver lasting operational improvements.
• Contribute to measurable reductions in CIMR incidents, repeat issues, and customer complaints.
• Spot the most critical recurring issues and enable targeted technical or process training through the right SMEs.
• Strengthen operational consistency by reviewing and improving Standard Operating Procedures (SOPs) for incidents and CIMR engineers.
• Demonstrate flexibility to support business needs through office presence and on-call availability, as required.
• Ensure disciplined adherence to production floor processes and operational governance standards.
• Apply industry-standard methodologies such as Lean, Six Sigma, ITIL, and Agile to improve customer experience and operational efficiency across GST, SSD, and HPE Operations.

What You Need To Bring:

• Proven ability to thrive in a fast-paced, high-pressure environment with shifting priorities and complex challenges.
• Strong collaboration mindset with the ability to work effectively across functions, teams, and leadership levels.
• Excellent written and verbal communication skills, with the ability to simplify complex technical issues for diverse audiences.
• Creative, open-minded problem solver who can work within process while staying focused on outcomes.
• Curiosity and willingness to continuously learn new technologies, tools, and methodologies.
• Strong systems thinking and analytical skills to connect patterns, risks, and root causes across the support ecosystem.
• Results-oriented approach with the drive to translate analysis into meaningful action and measurable improvements.
• A passion for customer success and a commitment to improving the end-to-end support experience.
• Ability to build trust, de-escalate effectively, and serve as a credible advisor during high-impact customer situations.
• Proactive mindset and the ability to develop a 360° view of issues by understanding the perspectives of all key stakeholders.

Subject Matter Expertise:

• Enterprise infrastructure technologies – Foundational technical knowledge to lead meaningful discussions and drive root-cause-focused resolution.
• Knowledge of HPE products and service offerings, with the ability to connect technical insights to customer and business outcomes.
• Data center technologies – Strong understanding of at least one core domain and working knowledge of others, including Server, Networking, Storage, and Virtualization.
• Tools and process – Familiarity with SFDC, ServiceNow, and end-to-end GTS support processes to manage problems effectively and at scale.

Eligibility Criteria:

• Employees applying before meeting the minimum time-in-role requirement must have approval from their current manager.
• Employees are expected to inform their manager before attending an interview.
• Employees currently on a Performance Improvement Plan are not eligible to apply.
• Open to HPE badged employees.
• Minimum tenure in current role or job level: 1 year.

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#india#operations

Job:

Services

Job Level:

Intermediate

    

    

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

   

Recruitment Fraud Alert

We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.

All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.

Experience Level

Mid Level