About this role
About the Role The Problem Manager will be a foundational role within the Agent Experience Office (AEO) at HCL Technologies, responsible for driving end-to-end problem management and converting cross-functional analytics into systemic fixes. The role aims to establish a clear, repeatable operating structure that reduces agent-impacting issues at scale, with a focus on proactive problem elimination, trend-driven prioritization, and tight execution across L1–L3, Engineering, Vendors, and Business stakeholders to improve Agent Experience, MTTR, Aging, Reopens, and Escalations. What You'll Do
- Drive end-to-end problem management within AEO to reduce agent-impacting issues at scale.
- Translate cross-functional analytics into systemic fixes and preventive actions.
- Establish a clear, repeatable operating structure and processes.
- Collaborate across L1–L3, Engineering, Vendors, and Business stakeholders to implement fixes.
- Prioritize issues based on trends; monitor MTTR, Aging, Reopens, and Escalations to drive improvements. What We're Looking For
- Foundational experience in problem management and process improvement.
- Ability to convert analytics insights into systemic fixes.
- Experience working across multiple functions: L1–L3 support, Engineering, Vendors, and Business stakeholders.
- Strong execution orientation and stakeholder management.
- Proactive problem-solver with good communication skills.