Problem Management Specialist

In this role at Phenom, you will be responsible for leading and maturing the Problem Management process. Your main focus will be on problem identification, root cause analysis, and implementing preventive actions in collaboration with various teams. Your contributions will directly impact system reliability, user experience, and foster a culture of continuous improvement at Phenom. **Key Responsibilities:** - **Problem Management Oversight:** - Own and manage the Problem Management process according to ITIL best practices. - Develop, implement, and enhance policies, workflows, and procedures. - Ensure accurate logging, classification, and prioritization of problems. - Work closely with Agile application teams to integrate problem management into delivery processes. - **Root Cause Analysis & Resolution:** - Investigate major incidents and conduct root cause analysis (RCA). - Collaborate with cross-functional teams to define corrective and preventive actions. - Track and ensure the implementation of permanent solutions to prevent recurrence. - **Proactive Problem Identification:** - Analyze incident trends and monitoring data to identify potential risks. - Implement proactive measures to prevent service interruptions before they occur. - **Reporting & Metrics:** - Create and deliver regular problem management reports, highlighting RCA findings and trends. - Define, track, and present KPIs to measure process effectiveness. - **Collaboration & Communication:** - Partner closely with Incident, Change, and other Service Management functions for process integration. - Keep stakeholders updated on investigations and resolution progress. - Mentor teams and encourage a culture of problem prevention and continuous improvement. **Qualifications:** - **Education & Experience:** - Bachelor's degree in Computer Science, Information Systems, or equivalent experience. - Minimum of 5 years in IT Service Management, with at least 2 years dedicated to Problem Management. - **Skills & Competencies:** - Strong knowledge of ITIL; ITIL Foundation Certification required (Intermediate/Expert preferred). - Hands-on experience with ITSM tools (Jira Service Management, ServiceNow, etc.). - Proficiency in RCA techniques (5 Whys, Fishbone Diagram, Fault Tree Analysis). - Understanding of cloud platforms (AWS, Azure, GCP), microservices, APIs, and CI/CD. - Experience with observability tools (Splunk, Datadog, New Relic). - Analytical mindset with robust data interpretation and reporting skills (Excel, SQL, BI tools). - Excellent communication skills; ability to articulate technical problems in business terms. - Proven ability to influence across teams and drive improvement initiatives. **Preferred:** - Experience in Agile/DevOps environments. Join Phenom and be part of a rapidly growing organization that offers career development opportunities. Enjoy flexible work schedules, parental leave, wellness benefits, and an inclusive culture that celebrates diversity, equity, and belonging. Seize the chance to access perks, learning opportunities, and contribute to building products that revolutionize how the world operates.,