Lead the Problem Management lifecycle, including problem identification, prioritization, root cause analysis (RCA), and corrective action tracking.
Analyze major incidents, trends, and repeat failures to identify systemic issues impacting availability and performance.
Drive advanced troubleshooting and RCA across infrastructure, cloud, and application platforms.
Partner with Engineering and Architecture teams to design long term , sustainable fixes aligned to platform strategy.
Operate within a global 24x7x365 follow the sun model, ensuring effective cross region collaboration and seamless problem ownership.
Assess and mitigate operational and technology risk, proactively identifying vulnerabilities and resilience gaps.
Produce clear, high quality problem documentation, including RCAs, known error records, and corrective action plans.
Ensure strong alignment with Change and Release Management to validate fixes and prevent regression.
Use data and analytics to measure problem trends, recurrence, and effectiveness of remediation efforts.
Influence continuous improvement through process maturity, automation, and knowledge reuse.
Critical Skills
Analytical and Problem Solving Capabilities
Deep ITIL and Process Expertise
Technical Proficiency and System Understanding
Technical Communication and Documentation
Risk Mitigation and Strategic Thinking
Core Technical Skills
Advanced Troubleshooting & Root Cause Analysis (RCA)
System Design & Architecture Understanding
Cloud Platforms and Distributed Systems
Data Analysis and Trend Identification
Strong Infrastructure Operations Experience
Qualifications & Experience
8+ years of experience in IT Operations, Problem Management, SRE, or Service Management roles.
Demonstrated experience working in a fast paced , global 24x7x365 follow the sun operating model .
Strong understanding of enterprise infrastructure, cloud platforms, and service dependencies .
Proven ability to lead cross functional problem resolution efforts across global teams.
Prior experience in a Command Center, NOC, or large scale production environment strongly preferred.
Work Environment
High impact role in a mission critical global operations environment .
Requires flexibility to support global coordination, rotational coverage, and cross region handoffs .
Regular interaction with senior technology leaders and engineering teams .
About Us | Our Culture | What It's Like to Work Here
Additional Information
IND Staff IT Engineer - GCC009
We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.
Role Overview
The Tech Lead - Problem Management is responsible for driving the identification, analysis, and remediation of recurring and systemic technology issues impacting service availability and stability. This role operates in a high velocity global environment, partnering closely with Incident, Change, Engineering, and Infrastructure teams to eliminate root causes and reduce operational risk.
The role requires deep ITIL expertise , strong technical and systems understanding, and the ability to operate effectively within a 24x7x365 follow the sun operating model, ensuring continuity, disciplined handoffs, and sustained problem resolution across regions.
Thehartford · Gcc-puppalaguda Village, India