FAWAZ AHMED MUJAWAR
ITIL Problem Manager
Bengaluru
Summary
Problem Manager with over 5 years of experience delivering ITIL-aligned Problem Management across high-availability enterprise environments. Strong expertise in Root Cause Analysis, Major Incident Resolution, and proactive incident trend analysis, with a proven track record of reducing business disruptions, improving MTTR, and strengthening service stability. Experienced in partnering with engineering, operations, and leadership teams to drive permanent fixes, manage risk, and maintain a robust Known Error Database. Leverage data-driven analysis and Generative AI–assisted insights to enhance trend identification, accelerate root cause understanding, and improve knowledge management, supporting long-term resilience and continuous service improvement.
Overview
6
6
years of professional experience
6
6
Certifications
3
3
Languages
Work History
Problem Manager
Cognizant Technology Solutions
01.2021 - Current
- Owned the end-to-end Problem Management lifecycle for major and recurring incidents in high-availability, regulated enterprise environments, aligned to ITIL standards, and governance.
- Lead root cause analysis (RCA) for high-impact and repeat incidents, driving corrective and preventative actions to minimize business impact.
- Maintained accurate and audit-ready problem records in ServiceNow, ensuring process compliance, and data quality.
- Analyzed incident trends and problem patterns to identify systemic risks, and collaborated with engineering teams on preventative remediation.
- Drove problem resolution with engineering, infrastructure, application teams, vendors, and service owners, delivering permanent fixes, and validated workarounds.
- Built and managed a Known Error Database (KEDB), contributing to a 40% reduction in average problem resolution time.
- Produce senior leadership reports and dashboards highlighting problem trends, RCA outcomes, and risk exposure.
- Contributed to a 20% reduction in recurring incidents through proactive problem identification.
- Owned Problem Management KPIs and SLAs, driving continuous improvement and tool maturity. Prove process maturity.
- Owned the end-to-end Problem Management lifecycle for major and recurring incidents in high-availability, regulated enterprise environments, aligned to ITIL standards, and governance.
Incident Manager
Cognizant Technology Solutions
01.2020 - 01.2021
- Led Major Incident Management for high-severity outages, ensuring rapid recovery and stakeholder communication.
- Coordinated global technical teams to restore services within SLA commitments.
- Identified repeat incidents and transitioned them into Problem records for long-term resolution.
- Improved MTTR through structured incident reviews and post-incident analysis.
Education
Bachelor of Mechanical Engineering -
KLS Gogte Institute of Technology
Belagavi01.2019
Skills
Audit & Compliance Support
Continuous Service Improvement (CSI)
Cross-functional & Global Team Collaboration
Generative AI–assisted Data Analysis & Incident Trend Identification
ITIL Problem Management
Known Error Database (KEDB) Management
Major & Recurring Incident Analysis
Post-Incident Review (PIR) & RCA Documentation
Root Cause Analysis (5 Whys, Fishbone)
ServiceNow (Problem & Incident Management)
SLA / KPI Monitoring & Reporting
Stakeholder & Executive Communication
Certification
ITIL Framework – Incident, Problem & Change Management
Timeline
Problem Manager
Cognizant Technology Solutions
01.2021 - Current
Incident Manager
Cognizant Technology Solutions
01.2020 - 01.2021
Bachelor of Mechanical Engineering -
KLS Gogte Institute of Technology