Lead Analyst - Problem Manager

Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end\-to\-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14\.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB) Position Description: We are looking for an experienced Problem Manager to join our team. The ideal candidate will be responsible for managing the lifecycle of all problems within the IT environment, with the primary objective of preventing incidents from occurring and minimizing the impact of incidents that cannot be prevented. You will perform root cause analysis, identify trends, and drive permanent resolutions by collaborating closely with Incident Management, Change Management, technical support teams, and other stakeholders to deliver reliable and stable services to our clients **Your future duties and responsibilities** Job Title: Problem Manager Position: Senior System Engineer/Lead Analyst Experience: 7\- 10 Years Category: Senior System Engineer/Lead Analyst Shift: US Shift Time Main location: India, Karnataka, Bangalore, Electronic City Position ID: J0426\-0583 Employment Type: Full Time Responsibilities: * Manage the end\-to\-end Problem Management lifecycle in alignment with ITIL best practices, including problem identification, logging, categorization, prioritization, investigation, diagnosis, and closure. * Conduct Root Cause Analysis (RCA) for major, recurring, and high\-impact incidents using structured techniques such as 5 Whys, Fishbone (Ishikawa), and Kepner\-Tregoe. * Identify trends and patterns by analyzing incident data to proactively detect potential problems before they impact the business. * Drive permanent fixes and workarounds by collaborating with technical teams, application support, infrastructure teams, and vendors. * Chair Problem Review Boards (PRB) and post\-incident review meetings; document findings, action items, and ensure timely closure of corrective and preventive actions. * Maintain the Known Error Database (KEDB) and ensure all known errors, workarounds, and resolutions are accurately documented and accessible. * Coordinate with Change Management to ensure that permanent fixes are implemented through the appropriate change control process. * Prepare and publish RCA reports, problem dashboards, and management reports highlighting key metrics, trends, and improvement opportunities. * Liaise with clients and senior stakeholders to communicate problem status, root cause findings, and remediation plans clearly and professionally. * Continuously improve the Problem Management process by identifying gaps, recommending enhancements, and driving process maturity. Must\-Have Skills: * Strong working knowledge of ITIL framework with hands\-on experience in Problem Management; ITIL Foundation certification is mandatory. * Proven experience in conducting Root Cause Analysis (RCA) using techniques such as 5 Whys, Fishbone diagrams, and Kepner\-Tregoe. * Experience working with ITSM tools such as ServiceNow, BMC Remedy, or HP Service Manager. * Strong understanding of Incident Management, Change Management, and Knowledge Management processes and their interfaces with Problem Management. * Ability to analyze large volumes of incident data to identify trends, recurring issues, and improvement opportunities. * Experience chairing problem review meetings and engaging with technical teams, vendors, and senior stakeholders. * Excellent written and verbal communication skills, with the ability to produce clear RCA reports and present findings to executive audiences. * Strong problem\-solving, analytical, and decision\-making skills with attention to detail. * Ability to work in a 24x7 environment and support major incident bridges as required. Good\-to\-Have Skills: * ITIL Intermediate or Expert level certification. * Exposure to Major Incident Management and crisis management. * Working knowledge of infrastructure technologies (Windows, Linux, Networking, Databases) and/or application support environments. * Experience with cloud platforms such as AWS, Azure, or GCP. * Familiarity with reporting and analytics tools such as Power BI, Tableau, or ServiceNow Performance Analytics. * Six Sigma (Green Belt or higher) or Lean certification. * Experience working in a global delivery model and managing problems across multiple geographies and time zones. CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodation for people with disabilities in accordance with provincial legislation. Please let us know if you require reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs. Life at CGI: It is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well\-being and provide you with opportunities to deepen your skills and broaden your horizons Come join our team, one of the largest IT and business consulting services firms in the world**Required qualifications to be successful in this role** Qualifications . Bachelor's degree in IT, Computer Science, or related field . ITIL Certification (v3 / v4\) preferred . 5–10 years of experience in IT Service Management **Together, as owners, let’s turn meaningful insights into action.** Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry…