Problem Manager – Job Description
Position Title
Problem Manager (IT Service Management)
Job Summary
We are seeking an experienced Problem Manager to identify, analyze, and eliminate the root causes of IT incidents to improve overall service stability and performance. The Problem Manager will work closely with technical teams, service desk, and stakeholders to reduce recurring issues and enhance IT service quality in line with ITIL practices.
Key Responsibilities
- Manage the end-to-end Problem Management process in accordance with ITIL standards.
- Identify recurring incidents and initiate root cause analysis (RCA).
- Coordinate with technical teams to investigate and resolve underlying system issues.
- Maintain a Known Error Database (KEDB) and document workarounds and permanent fixes.
- Review major incidents and ensure proper problem records are created and tracked.
- Conduct trend analysis to proactively identify potential problems.
- Collaborate with Incident, Change, and Release Management teams.
- Ensure timely resolution and closure of problem records.
- Prepare reports and metrics on problem trends, root causes, and service improvements.
- Recommend preventive actions to reduce future incidents and improve service stability.
- Communicate updates and findings to stakeholders and management.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- ITIL Foundation certification (ITIL Intermediate or Expert preferred).
- Experience in IT Service Management or Problem Management role.
- Strong understanding of IT infrastructure, systems, and applications.
- Experience with ITSM tools (e.g., ServiceNow, BMC Remedy).
Skills & Competencies
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Ability to lead investigations and coordinate cross-functional teams.
- Attention to detail and documentation skills.
- Ability to manage multiple priorities in a fast-paced environment.
Working Conditions
- Full-time corporate or IT service environment role.
- May require participation in incident bridges or major incident reviews.
