Senior Problem Manager

Leads the end-to-end Problem Management process, ensuring the identification, investigation, and resolution of recurring issues, reduction of incident volume

Qualifications

Qualifications & Experience

• Bachelor's degree in IT, Engineering, or related field

• Minimum 5 years in IT Service Management, with at least 3 years in a Problem Manager role- Proven experience in Root Cause Analysis (RCA), incident trend analysis, and permanent fix implementation- Familiarity with enterprise IT architecture (applications, infrastructure, platforms)- Experience in coordinating with vendors and cross-functional technical teams

Certifications (Preferred)

• ITIL v3 or v4 (Intermediate or Expert preferred)- ISO 20000 / ISO 27001 awareness or implementation experience- Agile, PRINCE2, or PMP (a plus)

Skills & Competencies

• Strong analytical and problem-solving skills- Effective verbal and written communication- Root Cause Analysis and trend analysis expertise- Deep familiarity with JIRA Service Management- Strong facilitation and stakeholder engagement capabilities- Able to lead cross-functional teams and manage escalations- Detail-oriented with process improvement mindset

Key Responsibilities

Details

Problem Lifecycle Management

• Log, validate, and prioritize problem records in ITSM (e.g., JIRA)- Manage end-to-end problem resolution lifecycle- Coordinate with SMEs and vendors for RCA and fixes- Ensure permanent fixes follow change management process

Post-Incident Reviews & RCA

• Lead post-mortem reviews for major incidents- Drive and document problem tickets- Produce actionable Root Cause Analysis (RCAs) and track resolution outcomes- Maintain knowledge base and SOPs

Service Improvement & Optimization

• Identify and analyze recurring incidents and systemic issues- Develop and drive service improvement plans (SIPs)- Optimize existing problem management workflows

Reporting & Metrics

• Track KPIs (e.g., recurrence rate, RCA timeliness, resolution success)- Share reports and insights with IT leadership- Ensure audit readiness and compliance with standards

Stakeholder Engagement

• Chair weekly/monthly Problem Management (PRM) meetings- Engage with Helpdesk, Infra, App, and InfoSec teams- Act as escalation point for unresolved systemic issues

Training & Governance

• Conduct training on problem management processes- Support ISO 20k / 27k alignment- Ensure process documentation is current and effective