IT Problem Manager
IT Problem Manager
Posted on :
08-01-2025
Employer Active
1 Vacancy
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Job Description
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 Solving
- Develop 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 Reporting
- Collaborate 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 Improvement
- Identify 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 :
Yes
Employment Type :
Fulltime
Employment Type
Remote
Key Skills
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