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Title
Text copied to clipboard!Problem Manager
Description
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We are looking for a Problem Manager to join our IT service management team. The Problem Manager plays a critical role in identifying, analyzing, and resolving recurring incidents and problems within the IT infrastructure. This position is essential for improving service quality, minimizing the impact of incidents, and ensuring long-term solutions are implemented to prevent future disruptions.
The ideal candidate will have a strong background in IT service management, excellent analytical skills, and a proactive approach to problem-solving. You will work closely with incident managers, service desk teams, technical support, and other stakeholders to ensure that root causes are identified and addressed effectively. You will also be responsible for maintaining the problem management database, tracking known errors, and ensuring that problems are prioritized and resolved according to business impact.
As a Problem Manager, you will lead problem review meetings, facilitate root cause analysis sessions, and produce detailed reports and documentation. You will also contribute to the continuous improvement of IT services by identifying trends, recommending process enhancements, and ensuring compliance with ITIL best practices.
This role requires excellent communication and coordination skills, as you will be interacting with various teams and departments. You must be able to manage multiple problems simultaneously, prioritize tasks effectively, and maintain a high level of attention to detail. A strong understanding of IT infrastructure, applications, and service delivery processes is essential.
If you are passionate about improving IT services, reducing downtime, and driving operational excellence, we encourage you to apply for this exciting opportunity.
Responsibilities
Text copied to clipboard!- Identify and manage recurring IT problems and incidents
- Conduct root cause analysis and implement long-term solutions
- Maintain the problem management database and known error records
- Collaborate with technical teams to resolve complex issues
- Lead problem review and post-incident analysis meetings
- Monitor trends and recommend service improvements
- Ensure compliance with ITIL problem management processes
- Communicate problem status and updates to stakeholders
- Develop and maintain problem management documentation
- Support continuous improvement initiatives in IT service delivery
Requirements
Text copied to clipboard!- Bachelor’s degree in Computer Science, Information Technology, or related field
- 3+ years of experience in IT service management or problem management
- Strong knowledge of ITIL framework and best practices
- Excellent analytical and problem-solving skills
- Experience with ITSM tools such as ServiceNow or BMC Remedy
- Strong communication and interpersonal skills
- Ability to manage multiple problems and priorities
- Familiarity with IT infrastructure and application support
- Detail-oriented with strong organizational skills
- ITIL Foundation certification preferred
Potential interview questions
Text copied to clipboard!- Do you have experience with ITIL-based problem management?
- Can you describe a time you resolved a recurring IT issue?
- What ITSM tools have you used in previous roles?
- How do you prioritize multiple problems simultaneously?
- Have you led root cause analysis sessions before?
- What strategies do you use to identify problem trends?
- How do you ensure effective communication with stakeholders?
- What is your experience with maintaining a known error database?
- How do you contribute to continuous service improvement?
- Are you ITIL certified or planning to become certified?
