Problem Manager - IT Service

About the role

CoorB builds innovative solutions focused on process automation, user experience and data analytics, helping finance clients achieve operational excellence. The Problem Manager owns and drives the Problem Management process within the IT Service, identifying, investigating and permanently resolving the root causes of recurring, high-impact incidents. Working in line with ITIL best practice, the role reduces incident volume and impact, eliminates known errors and improves IT service stability.

Key responsibilities

• Own, maintain and improve the end-to-end Problem Management process, aligned with ITIL and organisational standards.
• Define, document and enforce problem management policies, procedures and workflows across the IT Service Desk.
• Ensure integration with Incident, Change and Knowledge Management, and identify problems from recurring incidents, major incidents and trend analysis, logging them in the ITSM tool.
• Lead root cause analysis (RCA) using techniques such as 5 Whys, Ishikawa and Kepner-Tregoe, coordinating technical teams, vendors and stakeholders.
• Manage the lifecycle of problem records and maintain the Known Error Database (KEDB) with documented workarounds.
• Analyse incident, event and performance data to spot potential problems early, and partner with Major Incident Management so every major incident gets a formal problem record and post-incident review.
• Drive continual service improvement, run problem review meetings, chair problem reviews, and produce regular reports, dashboards and KPIs.
• Coach and lead problem analysts and coordinators, and work with Change Management to ensure fixes are implemented safely.

Required profile

• Bachelor's degree in IT, Computer Science or a related field, or equivalent practical experience.
• Minimum 8 years in IT service management, with at least 2 years in Problem Management or a similar role.
• Proven experience leading RCA and driving problems to permanent resolution.
• Strong stakeholder management, analytical problem solving, and excellent written and verbal communication, including reporting to senior management.

Required skills

• ITIL v3/v4 Foundation certification required; Intermediate / Managing Professional strongly preferred.
• Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management or Ivanti.
• Strong understanding of IT infrastructure, applications and service delivery environments.