Problem Manager - ITSM

Job Title & Summary

As a Problem Manager at XBP Global, you will be responsible for identifying, analyzing, and resolving the root causes of recurring incidents to prevent future service disruptions. You will lead problem investigation activities, coordinate with technical teams to implement permanent fixes, and drive proactive problem identification initiatives. This critical role requires an experienced professional with strong analytical capabilities and technical acumen to enhance service reliability and reduce total cost of incident management.

Key Responsibilities

· Lead end-to-end problem management lifecycle from identification through permanent resolution

· Conduct root cause analysis using structured methodologies (5-Why, Fishbone, Fault Tree Analysis)

· Coordinate problem investigation activities with technical teams, vendors, and subject matter experts

· Proactive problem management to reduce incidents and improve service stability

· Problem investigation and analysis to drive service improvements

· Maintain problem records, track resolution progress, and ensure timely closure of problem tickets

· Develop and maintain Known Error Database (KEDB) with workarounds and resolution procedures

· Perform trend analysis on incident data to identify proactive problem management opportunities

· Collaborate with Incident Management team to minimize service disruption during problem resolution

· Interface with Change Management to ensure proper implementation of permanent fixes

· Generate problem management reports, metrics, and KPIs for senior management review

· Drive continuous service improvement initiatives based on problem patterns and trends

NICE TO HAVE Skills

· ITIL Intermediate certification with specialization in Service Operations

· ServiceNow certification (CSA/CAD preferred)

· Six Sigma Green Belt or Black Belt certification for process improvement

· Technical certifications in relevant infrastructure domains (networking, cloud, databases)

· Experience with advanced analytics tools for problem pattern recognition

· Knowledge of AI/ML applications for proactive problem identification

· Background in leading service reliability engineering initiatives

· Experience with automation tools for problem diagnosis and resolution

· Understanding of DevOps practices and site reliability engineering (SRE) principles

Qualifications

· Bachelor's degree in Information Technology, Computer Science, Engineering, or related field

· Minimum 7+ years of hands-on experience in ITSM and IT Operations

· ITIL v4 Foundation certification (mandatory)

· Experience in deployment of Problem Management process in ServiceNow

· Experience with enterprise-level incident management processes

· Strong understanding of ITIL framework and best practices

· Proven track record in stakeholder management and cross-functional collaboration

MUST HAVE Skills

· Expert knowledge of ITIL Problem Management processes and root cause analysis methodologies

· Proven experience investigating complex technical problems in enterprise IT environments

· Strong analytical and critical thinking skills with attention to detail

· Excellent technical troubleshooting capabilities across multiple technology domains

· Experience with problem management tools and Known Error Database maintenance

· Strong collaboration skills for coordinating multi-disciplinary investigation teams

· Understanding of statistical analysis and trend identification techniques

· Knowledge of ITSM integration points with Incident, Change, and Configuration Management