Problem Manager
About the role
About the Role
The Problem Manager leads problem management activities in a global IT environment, focusing on identifying root causes of critical and recurring incidents and implementing permanent solutions. This role ensures ongoing service quality and operational stability through proactive problem identification and systematic resolution.
Key Responsibilities
Identify, analyse, and manage problems arising from critical and recurring incidents
Conduct or oversee root cause analysis (RCA) investigations using structured methodologies such as 5 Whys, Ishikawa, or Pareto analysis
Maintain and update the Known Error Database (KEDB) and coordinate its use across technical teams
Liaise with Incident Managers to transition major incidents into formal problem investigations
Conduct post-incident analysis meetings to capture lessons learned and prevent recurrence
Coordinate permanent solution implementation with technical teams and third-party providers
Work with 24x7 support teams to minimise business impact of ongoing problems
Propose and implement problem management process improvements
Identify incident trends and patterns for proactive prevention
Monitor problem resolution times against Service Level Agreements (SLAs)
Prepare reports on problem management metrics and impact reduction
Requirements
Bachelor's degree in Computer Science or related technical field
Minimum 3 years of problem management experience in complex, global IT environments
ITIL v4 certification (ISO 20000, Lean Six Sigma certifications are a plus)
Advanced knowledge of root cause analysis methodologies and problem-solving techniques
Proficiency managing problems spanning infrastructure, applications, and networks
Knowledge of IT architectures including servers, networks, databases, and applications
Experience collaborating with Change Management teams
Familiarity with Jira ITSM or similar service management tools
Excellent English communication skills, both written and verbal