Problem Manager

The Problem Manager is responsible for managing the lifecycle of all problems within the IT infrastructure. The primary objectives are to identify the root cause of incidents, initiate actions to improve or correct the situation, and prevent the recurrence of issues. This role requires a blend of technical understanding, analytical prowess, and excellent communication skills to coordinate various technical silos.

Key Responsibilities

1. Reactive & Proactive Problem Management

• Reactive: Analyze incident trends to identify recurring issues that require a formal problem record.
• Proactive: Identify patterns and potential weak points in the infrastructure before they result in service outages.

2. Root Cause Analysis (RCA) & Resolution

• Lead and facilitate RCA investigations following major incidents.
• Coordinate with technical teams (DevOps, Infrastructure, Security etc.) to identify underlying causes.
• Track the progress of permanent fixes and ensure they are implemented within agreed-upon timelines.

3. Reporting & Governance

• Ability to track and monitor the KPI's/SLA's.
• Maintain the Known Error Database (KEDB) to provide workarounds for the Service Desk.
• Produce regular reports on problem status, incident trends, and the effectiveness of implemented fixes.
• Report the KPI's & SLA's after thorough analysis with insightful findings to the customer and leadership.
• Setup & drive governance mechanisms for effective problem management.

4. Stakeholder Management

• Act as a bridge between technical teams and business leadership.
• Communicate complex technical issues in simple, business-oriented language.
• Influence resource prioritization to ensure long-term fixes are prioritized over short-term workarounds.
• Besides these skills, it will be preferrable if the candidate has experience leading a team in a customer facing role.

Required Skills & Qualifications

Technical Skills:

ITIL Certification: ITIL V3 of ITIL4 Foundation (minimum).

Analytical Tools: Proficiency in data analysis tools (Excel, Power BI, or Tableau) and ITSM platforms (ServiceNow, Jira Service Management, Salesforce or BMC Remedy).

Methodologies: Strong knowledge of RCA techniques.

Soft Skills:

Critical Thinking: Ability to see the big picture amidst chaotic incident data.

Collaboration: Strong negotiation skills to manage competing priorities across different IT teams.

Communication: Exceptional written and verbal skills for high-stakes reporting.

Typical Experience

Education: A bachelor's degree in computer science, Information Technology, or a related field.

Experience: 8+ years in IT Service Management (ITSM), with at least 3–4 years specifically in a Problem Management capacity.