IT Problem Manager
About the role
We're looking for an experienced IT Problem Manager who can investigate recurring IT incidents, identify root causes, and work with technical teams to implement long-term solutions. You will build, manage, and improve Problem Management processes, ensuring proper governance, reporting, and continuous improvement.
Key responsibilities
Lead incident investigations and Root Cause Analysis (RCA) to identify the real causes of IT issues.
Conduct Post-Incident Reviews (PIR) to understand what went wrong and identify areas for improvement.
Develop and monitor Corrective and Preventive Actions (CAPA) to prevent recurring incidents.
Track remediation activities and coordinate with technical teams to ensure issues are properly addressed and closed.
Build and improve Problem Management processes, including governance controls, workflows, tracking tools, and reporting standards.
Develop and maintain KPI dashboards, automated reports, and trackers to monitor incidents, recurring problems, action items, and service performance.
Apply problem-solving techniques such as 5 Whys and Fishbone Analysis to identify root causes.
Perform incident trend analysis to identify recurring issues, potential risks, and opportunities for improvement.
Lead service improvement initiatives to strengthen IT operations and prevent future incidents.
Work closely with IT Operations, Infrastructure, Application Support, and other technical teams to implement long-term solutions.
Required Skills:
At least 5 years of experience in IT Problem Management, Incident Management, or IT Service Management.
Strong hands-on experience in RCA, PIR, CAPA, Remediation Management, and preventive Problem Management.
Experience setting up and improving Problem Management processes, including governance controls, KPI dashboards, automated reports, and tracking tools.
Knowledge of 5 Whys, Fishbone Analysis, incident trend analysis, and service improvement initiatives.
Experience handling major incidents and working with technical teams to implement permanent solutions.
Familiarity with ITIL, ServiceNow, Jira, or other ITSM tools.
Strong analytical, problem-solving, communication, and stakeholder management skills.
Ability to work independently, coordinate across teams, and ensure action items are completed.