Problem management engineer

Role & responsibilities

We are seeking a highly skilled and proactive Problem Management Engineer to join our IT Infrastructure team. This role is responsible for identifying, analyzing, and resolving the root causes of recurring incidents and problems across infrastructure, cloud, compute, and network environments. This role is pivotal in ensuring the stability, reliability, and performance of our IT infrastructure by proactively identifying and eliminating the root causes of incidents. The ideal candidate will work closely with cross-functional teams to drive service stability, reduce incident volumes, and improve overall IT service quality

Own and manage the end-to-end Problem Management lifecycle in accordance with ITIL best practices.Lead and manage the Problem Management lifecycle (detection, logging, diagnosis, resolution, and closure).Perform root cause analysis (RCA) for critical and recurring incidents across infrastructure, cloud, compute, and network domains.Collaborate with Incident Management, Change Management, and Service Owners to ensure timely resolution and prevention of problems.Maintain and improve the Known Error Database (KEDB) and ensure knowledge sharing across teams.Analyze trends and metrics to proactively identify potential issues and areas for improvement.Drive post-incident reviews (PIRs) and ensure action items are tracked to closure.Contribute to the development of automation and monitoring strategies to prevent problem recurrence.Ensure compliance with ITIL best practices and internal governance standards.Recommend and implement preventative measures to reduce incident recurrence and improve service availability.Act as a liaison between technical teams and business stakeholders to communicate problem status, impact, and resolution plans.Produce detailed RCA reports, dashboards, and executive summaries for leadership and audit purposes.Track and report on problem management KPIs such as MTTR (Mean Time to Resolve), recurrence rate, and problem backlog.Ensure all problem records are accurately documented in the ITSM tool (e.g., ServiceNow).English (fluent) Oral & written requiredExpertise in Microsoft Office: Outlook, Word, Excel, PowerPoint.

MandatoryMinimum 5 years of experience in IT operations,  infrastructure support, or cloud services with a focus on Problem  Management.Strong knowledge of ITIL v3/v4 framework (ITIL  certification preferred).Proven experience in managing problems across:Cloud platforms (AWS, Azure, GCP)Compute and virtualization (VMware, Hyper-V)Networking (LAN/WAN, firewalls, load balancers, DNS,  VPN)Storage and backup systemsFamiliarity with monitoring and observability tools  (e.g., Site24x7, Grafana).Experience with ITSM platforms (e.g., ServiceNow, BMC Helix).Strong analytical and troubleshooting skills with a  methodical approach to problem-solving.Excellent communication, documentation, and stakeholder  management skills.