Problem Manager

Job Description

Problem Manager

Experience-4 -10 Years

Location-Bangalore

About Us

Choosing Capgemini means joining a team that ensures seamless connectivity, operational excellence, and superior customer experience through proactive network monitoring and incident management. Be part of a collaborative environment where you can build your expertise in Telecom and ISP operations while supporting critical network and service platforms.

Key Responsibilities

• Provide Level 2/Level 3 technical support for Cisco networking solutions and cloud-enabled endpoint products.
• Monitor, troubleshoot, and resolve complex network incidents in enterprise and distributed environments.
• Perform advanced troubleshooting of routing, switching, and network infrastructure issues.
• Manage and drive incident, problem, event, and change management activities in alignment with ITIL best practices.
• Lead Root Cause Analysis (RCA) and Major Problem Reviews (MPR) for critical (P1/P2) incidents.
• Conduct packet-level analysis and utilize diagnostic tools to identify and resolve network issues.
• Manage software image deployments, upgrades, and firmware lifecycle activities across network environments..
• Create and maintain Knowledge Error Articles (KEAs), technical documentation, and operational runbooks.
• Collaborate with cross-functional teams, customers, partners, and stakeholders to resolve technical challenges.
• Identify opportunities for automation, innovation, process improvement, and operational cost optimization.
• Participate in regular operational reviews, team sync-ups, and continuous service improvement initiatives.

Mandatory Skills

Technical Skills

• Strong hands-on experience with Cisco networking platforms:
  • Catalyst Series
  • Nexus Series
  • ISR Routers
  • ASR Routers
• Advanced expertise in Routing and Switching technologies.
• Strong knowledge and troubleshooting experience with:
  • EIGRP
  • OSPF
  • BGP
• Experience troubleshooting:
  • Routing loops
  • Convergence issues
  • Path selection problems
  • Complex network outages
• Strong packet capture and packet analysis skills using network diagnostic tools.
• Experience managing Cisco TAC cases and vendor defect resolution processes.
• Strong understanding of:
  • Incident Management
  • Problem Management
  • Change Management
  • Event Management
  • ITIL Framework
• Root Cause Analysis (RCA) and Major Incident Management expertise.

Soft Skills

• Excellent analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to work under pressure during high-impact incidents.
• Strong collaboration and stakeholder management skills.
• Ability to work independently with minimal supervision.
• Good organizational and prioritization skills.
• Strong teamwork and interpersonal skills.

What you'll love about working here

We offer a range of career paths and internal opportunities within Capgemini group.At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.

Job Description - Grade Specific

Focus on Industrial Operations Engineering. Develops competency in own area of expertise. Shares expertise and provides guidance and support to others. Interprets clients needs. Completes own role independently or with minimum supervision. Identifies problems and relevant issues in straight forward situations and generates solutions. Contributes in teamwork and interacts with customers.