Technical Lead

Position: Problem Manager

Experience: 8+ Years

Domain: Airline / Aviation

Location: Greater Noida

NP: Imme - 30 Days

About the Role

We are seeking an experienced Problem Manager with strong ITSM expertise and deep exposure to the Airline/Aviation domain. The ideal candidate will be responsible for identifying, analyzing, and driving the resolution of recurring incidents, ensuring stability and continuous improvement in critical airline technology operations.

Key Responsibilities

• Lead the end-to-end Problem Management lifecycle (identification, logging, categorization, RCA, solution implementation).
• Conduct Root Cause Analysis (RCA) using methodologies like 5 Why, Fishbone, Pareto Analysis, etc.
• Work closely with Incident, Change, Release, and Service Operations teams to ensure effective service restoration and prevention of future issues.
• Analyze incident trends, correlate patterns, and drive permanent solutions.
• Ensure timely documentation of problem records and preventive actions.
• Collaborate with cross-functional teams from airline operations, reservation systems, airport systems, flight management platforms, etc.
• Present RCA findings and service improvement reports to senior stakeholders.
• Monitor KPIs and SLAs related to problem closure, recurring incidents, and service stability.
• Drive continuous service improvement (CSI) initiatives aligned with ITIL practices.
• Ensure compliance with ITIL/ITSM standards and organizational governance controls.