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.