Problem and Change Manager

Job Summary:

We are seeking an experienced Problem and Change Manager to lead the identification, management, and resolution of application/IT problems and oversee the change management process to minimize risk and disruption. The ideal candidate will ensure that all changes are implemented smoothly and efficiently while driving continuous improvement in problem resolution processes.

Key Responsibilities:

Problem Management:

• Lead the investigation and root cause analysis of recurring IT incidents to identify underlying problems
• Coordinate with technical teams to develop effective solutions and workarounds
• Maintain a comprehensive problem record and ensure timely updates
• Monitor trends and patterns to proactively prevent incidents
• Collaborate with stakeholders to implement corrective and preventive actions
• Report on problem management metrics and KPIs to senior management

Change Management:

• Oversee the entire change lifecycle, from request submission to post-implementation review
• Assess change requests for risk, impact, and resource requirements
• Facilitate Change Advisory Board (CAB) meetings to review and approve changes
• Ensure communication of changes to all relevant stakeholders
• Monitor and evaluate the success of implemented changes
• Maintain compliance with ITIL best practices and company policies
• Manage Customer, Infrastructure and Process changes

Qualifications:

• Bachelor’s degree in IT, Business Administration, or related field
• Proven experience (4-5 years) in problem and change management roles
• Strong understanding of ITIL frameworks and service management practices
• Excellent analytical and problem-solving skills
• Effective communication and stakeholder management abilities
• Experience with ITSM tools such as ServiceNow, Jira, or Remedy is a plus
• Certification in ITIL is desired

Skills & Attributes:

• Detail-oriented with strong organizational skills
• Ability to manage multiple priorities in a fast-paced environment
• Proactive mindset with a focus on continuous improvement
• Strong leadership and facilitation skills
• Collaborative approach to working with cross-functional teams