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The Problem Manager is responsible for managing the lifecycle of all problems within IT services to prevent incidents from recurring and minimize the impact of unavoidable issues. This role ensures root cause analysis, permanent fixes, and continuous improvement of IT processes in alignment with ITIL best practices.
Job Responsibility:
Problem Lifecycle Management: Own and coordinate detection, logging, classification, investigation, and resolution of problems
Root Cause Analysis: Conduct structured investigations (e.g., 5-Whys, Fishbone diagrams) for major incidents and recurring issues
Collaboration: Work closely with Incident, Change, and Service Management teams to implement permanent solutions
Knowledge Management: Maintain Known Error Database (KEDB) and create Knowledge Base articles for new processes
Monitoring & Reporting: Track overdue problems, monitor SLA compliance, and provide regular reports to leadership
Change Coordination: Initiate and manage changes required for permanent fixes in collaboration with Change Management
Continuous Improvement: Review and refine problem management processes and tools to enhance efficiency
Requirements:
Strong understanding of ITIL Problem Management processes
Proven experience in Root Cause Analysis and problem-solving methodologies
Familiarity with tools like ServiceNow, Jira, and reporting dashboards
Excellent communication and stakeholder management skills
Ability to analyze trends and proactively identify potential risks
Nice to have:
ITIL Foundation or higher certification
Experience in large-scale enterprise environments
Knowledge of automation and proactive problem management techniques
What we offer:
Career advancement opportunities
Extensive training
Excellent benefits including paying for health and dental premiums for salaried employees
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