Problem Manager

Job Description

Role Summary The Problem Manager is responsible for identifying, analyzing and managing problems within the IT environment to minimize the adverse impact of incidents and ensure the root causes are addressed. This role focuses on both reactive and proactive problem management, ensuring long-term stability and continuous improvement of IT services. Key Responsibilities Problem Management Manage the lifecycle of all problems from identification to root cause analysis and resolution. Lead problem investigations by coordinating with relevant technical teams and stakeholders. Develop and maintain known error records and the Known Error Database (KEDB). Ensure that recurring incidents are identified and that root causes are eliminated. Conduct trend analysis to detect patterns and proactively prevent incidents. Process Management - Define and maintain the Problem Management process, ensuring alignment with ITIL best practices. Drive continuous improvement of the problem management process, tools and practices. Ensure problem records are accurately maintained in the ITSM tool with proper categorization and documentation. Collaboration and Communication - Act as a liaison between service desk, technical teams and change management to ensure effective incident and problem coordination. Facilitate Problem Review and Root Cause Analysis (RCA) meetings. Communicate problem status, actions and resolution to stakeholders and impacted users. Provide input to the Change Advisory Board (CAB) when problems require changes. Reporting and Metrics Produce regular problem management reports including KPIs such as problem resolution time, root cause found rate, recurring incident reduction, etc. Provide input into service reviews with Vendors/Managed Service Partners/Internal teams. Track problem trends to inform service improvement initiatives. Required Skills and Qualifications Bachelors degree in IT, Computer Science, or related field (or equivalent experience). Proven experience (8–10 years) in IT Service Management with a focus on Problem Management. Strong knowledge of ITIL v3/v4 framework; ITIL Foundation certification required (Practitioner or Intermediate preferred). Experience with ITSM tools such as ServiceDesk, ServiceNow, BMC Remedy etc. Excellent analytical, problem-solving and root cause analysis skills. Strong communication and stakeholder management abilities. Ability to prioritize, work independently, and manage multiple problems concurrently. Preferred Qualifications Experience in large enterprise IT environments or managed service provider settings. Knowledge of related processes (Incident Management, Change Management, Configuration Management). Technical background or understanding of infrastructure, applications and service architecture. Key Performance Indicators (KPIs) Number of recurring incidents reduced. Time to detection & resolution for problems - MTTD & MTTR % of problems with root cause identified. Number of proactive problems raised. Stakeholder satisfaction scores related to Problem Management.