Lead Consultant - Problem Management

Inviting applications for the role of Lead Consultant - Problem Management

• In this role, you will be responsible for managing the lifecycle of all problems within the IT environment. The role focuses on identifying root causes, preventing incidents, and minimizing the impact of recurring issues. The Problem Manager works closely with Incident Management, Change Management, and other IT teams to ensure service stability and continuous improvement.

Responsibilities

• Own and manage the Problem Management process in alignment with ITIL best practices.

• Perform root cause analysis (RCA) for major incidents and recurring issues.

• Maintain and update the Known Error Database (KEDB) and ensure workarounds are documented.

• Collaborate with Incident Managers and technical teams to identify trends and eliminate underlying problems.

• Drive proactive problem management by analyzing incident data and identifying potential risks.

• Coordinate with Change Management to implement permanent fixes.

• Prepare and present problem reports and dashboards to stakeholders.

• Ensure compliance with SLAs and KPIs for problem resolution.

• Facilitate Problem Review meetings and maintain clear communication with stakeholders.

• Promote a culture of continuous improvement within IT operations.

Qualifications we seek in you!

Minimum Qualifications / Skills

• Bachelor's degree in IT, Computer Science, or related field.

• ITIL Foundation certification (Intermediate or Expert preferred).

• Good experience in IT Service Management, with good experience in Problem Management.

• Strong analytical and troubleshooting skills.

• Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell).

• Excellent communication and stakeholder management skills.

• Ability to work under pressure and manage multiple priorities.

Preferred Qualifications/ Skills

• Knowledge of Incident, Change, and Configuration Management processes.

• Familiarity with root cause analysis techniques (e.g., Kepner-Tregoe, Fishbone Diagram).

• Experience in reporting and data analysis using tools like Power BI or Excel.