Senior Problem Manager
Description
About the role
The Senior Problem Manager (User Services) owns and continuously improves the Problem Management framework, policies, processes, standards, templates, and governance practices. This role leads end-to-end problem investigations, drives root cause analysis, manages workarounds and corrective actions, and ensures accountability across vendors and service providers. The position delivers measurable improvements through reduced incident recurrence, effective Known Error management, and successful corrective actions within a controlled Problem Management practice.
Key responsibilities
Own and continuously improve the Problem Management framework, policies, processes, standards, templates, and governance practices
Define standards for problem identification and triage, root cause analysis, evidence gathering, documentation, known error management, and closure procedures
Coordinate Problem Management with Incident Management, Major Incident Management, Change Management, Knowledge Management, Configuration Management, Risk Management, and Continual Service Improvement
Establish proactive and reactive methods to identify recurring issues from incidents, system degradation, risk data, supplier performance, and service inefficiencies
Lead end-to-end problem investigations and facilitate investigation teams involving SMEs, service owners, process owners, suppliers, risk and security teams, and finance stakeholders
Drive structured root cause analysis using techniques such as 5 Whys, Fault Tree Analysis, Pareto Analysis, Timeline Analysis, Barrier Analysis, and Hypothesis Testing
Ensure workarounds are identified, validated, documented, and communicated, and create and manage Known Error records
Drive identification and implementation of permanent corrective actions with assigned owners, target dates, and acceptance criteria
Maintain accurate and auditable Problem records and hold vendors and service providers accountable for timely evidence submission, SME participation, and remediation delivery
Maintain and report on problem portfolio, trend analysis, investigation quality, and business value delivered
About you
Bachelor's degree in Information Technology, Computer Science, Engineering, Business, Operations, Risk Management, Data-related disciplines, or equivalent practical experience
7+ years of experience in IT Service Management, Service Operations, Reliability Management, Problem Management, or Service Assurance
Minimum 3+ years leading cross-functional investigations and Root Cause Analysis activities
Experience managing the complete Problem Management lifecycle
Experience working within multi-vendor and service integration environments
Strong knowledge of ITIL-based Problem Management practices
Advanced investigation and analytical skills with ability to develop hypotheses, analyze evidence, and map causal relationships
Strong stakeholder management and influence without direct authority, with excellent facilitation, interviewing, analytical reasoning, negotiation, conflict resolution, and communication skills
Ability to communicate technical findings to both technical and executive audiences
ITIL Foundation Certification required