Senior Problem Manager

years in IT service management, service operations, assurance, reliability or problem management, including 3+ years leading cross-functional investigations or RCA activities.

• Proven experience governing the end-to-end

Problem Management lifecycle by coordinating SMEs (not relying solely on personal technical expertise), operating across multi-vendor/service-integration environments, and turning findings into workarounds, Known Errors, corrective actions or CSI initiatives.

• Experience using service-management data and trend analysis to identify and prioritize systemic problems.

Technical Knowledge

• Strong ITIL-aligned

Problem Management knowledge (reactive/proactive identification, problem/error control, causal analysis, continual improvement) plus working knowledge of related practices (Incident, Change, Knowledge, Configuration, Asset, Supplier and Service Level Management).

• Advanced investigation and facilitation skills – developing hypotheses, interpreting evidence, mapping causal chains and communicating uncertainty.
• Sufficient technical breadth (applications, infrastructure, cloud, networks) to challenge SMEs without acting as resolver, plus working knowledge of governance, risk, automation and value analysis.