Problem Manager

About the role

The Problem Manager will own and drive the Problem Management process within the IT Service organization. Working in line with ITIL best practice, the role focuses on identifying, investigating and permanently resolving the root causes of recurring and high‑impact incidents to improve service stability and reliability.

Key responsibilities

• Own, maintain and continuously improve the end‑to‑end Problem Management process.
• Define, document and enforce problem management policies, procedures and workflows.
• Integrate Problem Management with Incident, Change and Knowledge Management processes.
• Identify problems from recurring incidents, major incidents and trend analysis, and log them in the ITSM tool.
• Lead root‑cause analysis investigations using structured techniques (e.g., 5 Whys, Ishikawa, Kepner‑Tregoe).
• Coordinate technical teams, vendors and stakeholders to diagnose causes and drive resolution.
• Manage the lifecycle of problem records from identification through closure.
• Analyse incident, event and performance data to proactively spot potential problems.
• Maintain the Known Error Database (KEDB) and ensure workarounds are documented and accessible.
• Partner with Major Incident Management to create formal problem records and conduct post‑incident reviews.
• Produce regular problem management reports, dashboards and KPIs for management.
• Provide leadership and coaching to problem analysts and coordinators.

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field.

Required skills