We are seeking a detailoriented and analytical professional to join our IT team as a Problem Manager. This individual will take ownership of our Problem Management process performing deep root cause analyses (e.g. 5 Whys Fishbone Diagram) and driving the resolution of open problems to improve service reliability reduce recurring incidents and enhance system performance.
Key responsibilities :
- Problem Management Process
Manage and drive the ITILcompliant Problem Management lifecycle including problem identification logging categorization prioritization investigation and resolution.
Coordinate crossfunctional teams to identify and analyze recurring incidents and implement permanent fixes.Root Cause Analysis (RCA)Lead thorough and structured RCAs using engineering methodologies such as the 5 Whys Fishbone Diagrams and Failure Mode and Effects Analysis (FMEA).
Document and communicate findings clearly ensuring they are actionable and aligned with business priorities.Problem SolvingDevelop and propose practical datadriven solutions to eliminate the root causes of problems.
Work closely with Change Management and Development teams to ensure that corrective actions are deployed effectively and monitored for success.Collaboration and ReportingCollaborate with Incident Management Operations and Engineering teams to ensure seamless handoff between incidents and problems.
Produce problem management reports with key metrics including root cause trends Mean Time to Repair (MTTR) and problem backlog status.Continuous ImprovementIdentify opportunities to improve the Problem Management process itself leveraging tools automation and best practices.
Advocate for a culture of proactive problem prevention through improved monitoring testing and resilience practices.Qualifications : Technical Skills
Strong understanding of ITIL Framework with a focus on Incident Problem and Change Management.Experience conducting RCAs using 5 Whys Ishikawa / Fishbone Diagrams and other structured problemsolving methods.Proficiency with ITSM tools like ServiceNow Jira Service Management or equivalent.Background in engineering disciplines such as Systems Engineering Software Development or Network Engineering is a strong plus.Familiarity with monitoring tools like Splunk Datadog or Nagios to investigate systemic issues.Soft Skills
Exceptional analytical and critical thinking skills.Strong facilitation and stakeholder engagement capabilities able to manage conversations with both technical teams and business leaders.Excellent written and verbal communication skills to translate technical findings into businessrelevant insights.Ability to work under pressure and manage competing priorities effectively.Experience
5 years in IT Problem Management Incident Management or a similar role in a midtolarge scale IT environment.Proven track record of reducing open problems and improving system reliability.Industry certifications such as ITIL Foundation or higher (e.g. ITIL Practitioner or Managing Professional).Educational Background
Bachelors degree in Computer Science Information Technology Engineering or a related field. Advanced certifications in engineering thinking (e.g. Lean Six Sigma) are a bonus.Additional Information :
Availability to respond to highpriority problems outside regular hours when necessary.Experience in automating root cause identification using tools like AI Ops or advanced analytics tools is a significant plus.Remote Work : Employment Type :
Fulltime
Key Skills
Computer Hardware,IT Experience,IT Management,Network Installation,Vendor Management,Computer Networking,Microsoft Windows Server,Windows,IT Service Management,ITIL,SAN,Network Architecture
Vacancy : 1
