Job Title: SCRUM MASTER L1
City: Jacksonville
State/Province: Florida
Posting Start Date: 6/23/26
Job Description:
Job Description
Position Summary:
The Problem Manager is responsible for managing the end-to-end lifecycle of problems within the IT environment, with the objective of preventing incidents, eliminating recurring issues, and minimizing business impact.
This role operates within IT Service Management (ITSM) frameworks (e.g., ITIL) and bridges reactive incident response with proactive service improvement.
The Problem Manager leads structured analysis of incident data to identify root causes, coordinates cross-functional remediation efforts, and ensures permanent fixes or effective workarounds are implemented and institutionalized, driving stability.
Primary Skills:
ITIL Framework
Problem Management
Incident / Change Management
Root Cause Analysis (RCA - 5 Whys)
Splunk
ServiceNow / Remedy
Analytical & Stakeholder Management
Secondary Skills:
Automation & self-healing systems
Proactive monitoring
Continuous improvement
Enterprise-scale RCA
Reporting & documentation
Leadership & facilitation skills
Required Skills
Familiar with ITIL methodology
Incident / Problem / Change Management, Release / Deployment, Operational Readiness
Minimum 3 - 5 years of experience leading Problem Management analysis
Leading structured investigations using methodologies like 5 Whys to identify true root causes and prevent recurrence
Excellent analytical and problem-solving skills
Deliver cross-functional solutions and drive thematic analysis to minimize risk
Working knowledge of Splunk and analysis tools
Strong written and verbal communication skills to translate complex technical issues to stakeholders
Ability to work independently and as part of a team
Strong understanding of operational/business processes and stakeholder management
Strategic mindset with attention to patterns and trends
Proven capability to lead deep-dive investigations and drive resolution
Detail-oriented with focus on documentation, SLA adherence, and continuous improvement
Excellent leadership and facilitation skills
Experience with BMC Remedy, ServiceNow, and Microsoft tools
Desired Skills:
Familiar with ServiceNow
Well versed in ITIL methodology
Experience in large enterprise-scale root cause analysis
Knowledge of automation, self-healing, and proactive monitoring systems
Customer-centric mindset
Mandatory Skills: ITIL Problem Mgmt.
Experience: 5-8 Years.
The expected compensation for this role ranges from $60,000 to $135,000 .
Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.
Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.
Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.
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