Problem Manager

We are seeking a Problem Manager to lead proactive and reactive problem management efforts, minimizing disruptions and improving IT service stability. This role is responsible for identifying root causes, implementing long-term fixes, and driving continuous improvement to enhance IT operations and reduce recurring incidents.

The Problem Manager will collaborate closely with IT Operations, Service Management, Engineering, and Business Stakeholders to ensure timely resolution of major problems while adhering to ITIL best practices.

Key Responsibilities

1. Problem Identification & Analysis Lead problem investigations to determine the root cause of major/recurring incidents. Conduct trend analysis, service performance reviews, and post-incident evaluations. Identify patterns, risks, and vulnerabilities in IT services and infrastructure. 2. Problem Resolution & Root Cause Analysis (RCA) Drive Root Cause Analysis (RCA) for critical incidents and ensure permanent resolutions. Coordinate with technical teams, vendors, and service owners to implement corrective and preventive measures. Maintain a Known Error Database (KEDB) for quick reference and resolution. 3. Incident & Problem Coordination Collaborate with the Major Incident Management (MIM) team to address P1 & P2 incidents. Ensure proper communication of known problems and workaround solutions to Service Desk teams. Manage Problem Records (PRs) and Known Errors (KEs) in ITSM tools. 4. Continuous Service Improvement (CSI) Conduct Lessons Learned meetings post-major incidents to prevent recurrence. Develop improvement initiatives for IT processes, reducing Mean Time to Resolution (MTTR). Propose automation and AI-driven analytics to enhance problem resolution efficiency. 5. Stakeholder & Vendor Management Engage with internal IT teams, business users, and third-party vendors for problem resolution. Provide regular reports and dashboards to leadership on problem management performance. Act as a bridge between technical and business teams to improve IT service stability.

Required Qualifications & Experience

Education & Certification

✔ Bachelor’s/Master’s degree in Computer Science, IT, or related fields.
✔ ITIL v4 Foundation or ITIL Service Management Certification (Required).
✔ Problem & Incident Management Certification (Preferred).
✔ Technical certifications (Microsoft, AWS, Cisco, etc.) are a plus.

Experience

✅ 5+ years of experience in IT Service Management (ITSM) with a focus on Problem Management.
✅ Strong background in ITIL-based operations and major incident management.
✅ Hands-on experience with ITSM tools (ServiceNow, BMC Remedy, Jira, etc.).
✅ Proven track record in root cause analysis and process improvements.

Technical & Soft Skills

✔ Strong understanding of enterprise IT environments, including networks, servers, cloud, databases, and applications.
✔ Excellent analytical, troubleshooting, and decision-making skills.
✔ Strong communication and stakeholder engagement abilities.
✔ Ability to manage multiple priorities and drive results under pressure.