IT Problem Manager - Remote

Overview

We are seeking a detail-oriented and analytical professional to join our IT team as a Problem Manager. This individual will take ownership of our Problem Management process, performing deep root cause analyses (e.g., 5 Whys, Fishbone Diagram) and driving the resolution of open problems to improve service reliability, reduce recurring incidents, and enhance system performance.

In Short

• Manage and drive the ITIL-compliant Problem Management lifecycle.
• Coordinate cross-functional teams to identify and analyze recurring incidents.
• Lead thorough and structured Root Cause Analyses (RCA).
• Document and communicate findings clearly.
• Develop and propose practical, data-driven solutions.
• Collaborate with Incident Management, Operations, and Engineering teams.
• Produce problem management reports with key metrics.
• Identify opportunities to improve the Problem Management process.
• Advocate for a culture of proactive problem prevention.
• Respond to high-priority problems outside regular hours when necessary.

Requirements

• Strong understanding of ITIL Framework.
• Experience conducting RCAs using structured problem-solving methods.
• Proficiency with ITSM tools like ServiceNow or Jira Service Management.
• Background in engineering disciplines is a strong plus.
• Familiarity with monitoring tools like Splunk or Datadog.
• Exceptional analytical and critical thinking skills.
• Strong facilitation and stakeholder engagement capabilities.
• Excellent written and verbal communication skills.
• 5+ years in IT Problem Management or a similar role.
• Bachelor's degree in Computer Science, Information Technology, or Engineering.

Benefits

• Opportunity to work in a leading global company.
• Engagement in continuous improvement initiatives.
• Collaboration with cross-functional teams.
• Access to advanced analytics tools.
• Potential for career growth and development.