Problem Manager

Location: India, Mumbai

The Agfa-Gevaert Group develops, manufactures and distributes an extensive range of analogue and digital imaging systems and IT solutions, mainly for the printing industry and the healthcare sector, as well as for specific industrial applications. Although the company generates its entire turnover in business-to-business markets, it also contributes to everyday life around the world. Whenever you read a newspaper or visit a hospital, Agfa technology is often involved behind the scenes. The Agfa-Gevaert Group strives to be the partner of choice for imaging and information systems by delivering innovative technology, high-quality solutions, and sustainable business practices. Agfa’s headquarters and parent company are located in Mortsel, Belgium.

About the Role

Agfa is looking for an experienced Problem Manager to join its Global ICS (Information & Communication Systems) organization. In this role, you will lead the end-to-end Problem Management process across a complex ecosystem of internal IT teams, managed service providers, and strategic technology partners. Your primary objective will be to identify, analyze, and eliminate the root causes of recurring incidents, thereby improving service stability and enhancing the overall user experience.

As a key member of the IT Service Management organization, you will facilitate root cause investigations, and ensure that sustainable corrective actions are implemented. You will play a critical role in reducing operational risk, improving service performance, and driving continuous improvement across Agfa's global IT landscape.

About You (Skills Required)

You are a proactive and analytical professional who enjoys solving complex operational challenges and driving service improvements. You excel at working with diverse stakeholders, influencing teams without direct authority, and coordinating efforts across multiple service providers.

You possess:

• Strong analytical and root cause investigation capabilities.
• Excellent stakeholder and vendor management skills.
• Strong facilitation, negotiation, and communication skills.
• A structured and process-oriented approach to service management.
• Strong problem-solving and decision-making capabilities.
• A continuous improvement mindset with a focus on operational excellence and service stability.

What You'll Do (Duties & Responsibilities)

• Lead and continuously improve the global Problem Management process.
• Coordinate problem investigations across internal teams, service providers, and technology partners.
• Drive Root Cause Analysis (RCA) activities for recurring and major incidents.
• Ensure the identification, tracking, and implementation of permanent corrective actions.
• Facilitate collaboration between technical teams to resolve complex and cross-functional problems.
• Provide regular status updates and reporting to business stakeholders and leadership.
• Manage escalations related to problem investigations and resolution activities.
• Lead post-incident reviews and identify opportunities for continuous service improvement.
• Perform trend analysis, reporting, and metrics tracking to proactively identify improvement opportunities.
• Act as backup for the Incident Manager when required.

What You'll Bring (Experience & Qualifications)

• Bachelor's or Master's degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Proven track record in Problem Management roles.
• Strong knowledge of ITIL Problem Management processes and best practices.
• ITIL Foundation certification or higher certification is preferred.
• Experience working in SIAM (Service Integration and Management) and multi-supplier environments.
• Understanding of service integration, governance, and operational reporting.
• Experience coordinating cross-functional technical teams in large-scale IT environments.
• Strong analytical skills with proven experience conducting Root Cause Analysis and driving permanent resolutions.
• Excellent stakeholder, communication, and vendor management capabilities.
• High degree of flexibility and willingness to support critical problem investigations and major incident follow-up activities outside standard business hours when required in a global environment.

Why Join Us

• Work in a global, multicultural, and collaborative team environment.
• Opportunity to contribute to a major digital transformation initiative.
• Competitive compensation and benefits.
• Long-term learning and career development opportunities.
• Be part of a global IT organization focused on operational excellence and service quality.
• Collaborate with international teams, strategic technology partners, and business stakeholders worldwide.
• Play a key role in improving service stability and preventing recurring business-impacting issues across Agfa's global IT environment.

If you are passionate about root cause analysis, continuous improvement, and driving sustainable service excellence in a complex global IT landscape, we invite you to join Agfa and help shape the future of our IT services.