IT Problem Manager

Role Overview

We are looking for an experienced and proactive Problem Manager manage the problem management process in a large, high-tech enterprise. The Problem Manager will be responsible for identifying, analyzing, and resolving recurring issues by conducting Root Cause Analysis (RCA), implementing long-term fixes, and delivering training to improve operational excellence.

This role also involves continuously improving the problem management process, deploying best practices across the organization, and collaborating with global teams to drive service reliability and stability. This role closely collaborates with the Problem Management Process Owner.

Key Responsibilities

Problem Management Process

• Manage the end-to-end problem management process, ensuring all problems are logged, investigated, and resolved.
• Establish and maintain policies and procedures for effective problem management, adhering to ITIL/ITSM best practices.
• Collaborate with incident and change management teams to ensure a seamless flow of information and resolution.

Root Cause Analysis (RCA)

• Lead Root Cause Analysis (RCA) for major incidents and recurring issues to identify underlying causes.
• Drive the implementation of permanent solutions to prevent future occurrences of known issues.
• Ensure accurate and timely documentation of RCA findings, action plans, and resolutions in the problem management system.
• Follow up on RCA action items to ensure successful completion and closure.

Training and Knowledge Sharing

• Develop and deliver training programs for teams to promote awareness of the problem management process and RCA methodologies.
• Provide coaching to technical teams on identifying and addressing recurring issues effectively.
• Build and maintain a knowledge base of known problems, workarounds, and solutions.

Proactive Problem Identification and Prevention

• Analyze incident trends, system performance data, and other inputs to identify potential problems proactively.
• Work with operations, and other stakeholders to implement preventative measures and improve system reliability.
• Develop metrics and reports to track the effectiveness of problem management efforts and identify areas for improvement.

Process Improvement & Deployment

• Continuously evaluate and improve the problem management process to increase efficiency and effectiveness.
• Ensure alignment of the problem management process with business objectives and operational needs.

Collaboration & Communication

• Collaborate with cross-functional teams, including operations, and global technical service desk, to address complex problems.
• Act as a central point of contact for problem management-related inquiries and escalations.
• Provide regular updates and reports to leadership on problem trends, root causes, and resolution progress.

Qualifications

Required:

• Proven experience (5+ years) in problem management in a large-scale high-tech enterprise environment.
• Strong understanding of ITIL/ITSM frameworks, with expertise in the problem management process.
• Demonstrated experience conducting Root Cause Analysis (RCA) and implementing long-term fixes.
• Familiarity with ITSM tools (e.g., ServiceNow) and data analysis tools.
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional communication and presentation skills for interacting with technical and non-technical stakeholders.

Preferred:

• ITIL v4Certification (Intermediate or higher).
• Experience in automation and predictive analysis for proactive problem management.
• Knowledge of monitoring tools (e.g., Splunk, SolarWinds, Zabbix) and incident management systems.
• Experience working in agile or DevOps environments.

Key Attributes

• Proactive and Analytical: Anticipates issues, identifies patterns, and takes initiative to address recurring problems.
• Collaborative Manager: Works effectively with diverse teams and drives accountability for resolving problems.
• Detail-Oriented: Ensures thorough documentation and follow-up on RCA findings.
• Continuous Improver: Strives to enhance processes and share knowledge across the organization.

What We Offer

• A challenging and impactful role in a global high-tech enterprise.
• Opportunities to drive meaningful improvements in service reliability and operational efficiency.
• Competitive compensation and benefits package.
• Access to professional development and certification opportunities.

If you’re passionate about solving complex problems, improving processes, and driving operational excellence, we invite you to join our team and make a significant impact!

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