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Title
Text copied to clipboard!Senior Problem Manager
Description
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We are looking for a Senior Problem Manager to lead and coordinate problem management activities across our IT infrastructure. This role is critical in identifying root causes of recurring incidents, minimizing the impact of problems on business operations, and ensuring long-term solutions are implemented effectively. The Senior Problem Manager will work closely with incident managers, service owners, technical teams, and business stakeholders to drive continuous improvement in service reliability and performance.
The ideal candidate will have a strong background in IT service management (ITSM), particularly in problem and incident management processes. They will be responsible for analyzing incident trends, identifying systemic issues, and facilitating root cause analysis (RCA) sessions. The Senior Problem Manager will also maintain the Known Error Database (KEDB), track problem records, and ensure timely resolution of problems through collaboration with cross-functional teams.
In this role, you will develop and implement problem management policies, procedures, and best practices. You will also provide regular reporting on problem management metrics and KPIs to senior leadership. A key part of the role is to foster a culture of proactive problem prevention and continuous service improvement.
To succeed in this position, you must possess excellent analytical, communication, and leadership skills. You should be comfortable working in a fast-paced environment and managing multiple priorities. Experience with ITIL frameworks, service management tools (such as ServiceNow), and technical troubleshooting is essential.
This is a strategic role that contributes directly to the stability and efficiency of IT services, making it ideal for professionals who are passionate about problem-solving and service excellence.
Responsibilities
Text copied to clipboard!- Lead the problem management process across the organization
- Identify and analyze root causes of recurring incidents
- Facilitate root cause analysis (RCA) sessions with technical teams
- Maintain and update the Known Error Database (KEDB)
- Collaborate with incident and change managers to ensure alignment
- Track and manage problem records through resolution
- Develop and implement problem management policies and procedures
- Provide regular reports and metrics to senior leadership
- Promote a culture of continuous improvement and proactive problem prevention
- Ensure compliance with ITIL best practices
Requirements
Text copied to clipboard!- Bachelor’s degree in Computer Science, Information Technology, or related field
- 5+ years of experience in IT service management or related roles
- Strong knowledge of ITIL framework, especially problem and incident management
- Experience with service management tools like ServiceNow or BMC Remedy
- Excellent analytical and problem-solving skills
- Strong communication and interpersonal abilities
- Ability to lead cross-functional teams and drive consensus
- Experience in root cause analysis and trend analysis
- Familiarity with infrastructure and application monitoring tools
- ITIL certification preferred
Potential interview questions
Text copied to clipboard!- Can you describe your experience with ITIL problem management?
- How do you approach root cause analysis for recurring incidents?
- What tools have you used for tracking and managing problems?
- How do you ensure collaboration across technical and business teams?
- Can you provide an example of a major problem you resolved?
- What metrics do you use to measure problem management effectiveness?
- How do you prioritize problems in a high-pressure environment?
- Have you implemented any process improvements in your previous roles?
- What is your experience with maintaining a Known Error Database?
- How do you stay current with best practices in IT service management?
