Problem Management Specialist

About Phenom

to help a billion people find the right work

Role Overview

Problem Management Lead

Key Responsibilities

Problem Management Oversight

• Own and manage the Problem Management process in alignment with ITIL best practices.
• Develop, implement, and continuously improve policies, workflows, and procedures.
• Ensure accurate logging, classification, and prioritization of problems.
• Collaborate with Agile application teams to embed problem management into delivery processes.

Root Cause Analysis & Resolution

• Investigate major incidents and conduct root cause analysis (RCA).
• Partner with cross-functional teams to define corrective and preventive actions.
• Track and ensure implementation of permanent solutions to prevent recurrence.

Proactive Problem Identification

• Analyze incident trends and monitoring data to identify potential risks.
• Drive 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 foster a culture of problem prevention and continuous improvement.

Qualifications

Education & Experience

• Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.
• 5+ years in IT Service Management, with at least 2 years in 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).
• Strong understanding of cloud platforms (AWS, Azure, GCP), microservices, APIs, and CI/CD.
• Experience with observability tools (Splunk, Datadog, New Relic).
• Analytical mindset with strong data interpretation and reporting skills (Excel, SQL, BI tools).
• Excellent communication skills; ability to explain technical problems in business terms.
• Proven ability to influence across teams and drive improvement initiatives.

Preferred

• Experience in Agile/DevOps environments.

Why Join Us?

• Be part of a fast-growing organization with career pathing and development opportunities.
• Flexible work schedules, parental leave, and wellness benefits.
• Inclusive culture celebrating diversity, equity, and belonging.
• Perks, learning opportunities, and the chance to build products that change how the world works.