Problem Manager

The Problem Manager role is crucial in preventing incidents, reducing the impact of unavoidable incidents, and enhancing stability across OSB technologies. You will play a key role in analyzing incident trends, identifying potential problems, and implementing permanent solutions. Your responsibilities will include overseeing the Problem Management process, gathering data on incidents, developing workarounds, and ensuring the availability and resilience of the company's IT infrastructure. You will be responsible for integrating the problem management process into the ITSM toolset, conducting Problem Review meetings, and delivering reports for management decision-making. Additionally, you will work on proactive problem management by analyzing historical data, collaborating with technicians on change requests, and contributing to continuous service improvement. To excel in this role, you should have 6-8 years of IT industry experience, with at least 2 years of analytical problem-solving experience in an IT environment. Knowledge of IT Service Management, IT infrastructure technologies, and Service Now ITSM tooling is essential. Strong documentation, problem-solving, and communication skills are required, along with proficiency in Microsoft Office/O365 tools. A Bachelor's degree in Computer Science, ITIL v4 Foundation certification, and problem management qualification are necessary qualifications. Expertise in stakeholder management, emotional intelligence, and teamwork will be valuable assets in fulfilling the responsibilities of this role. Maintaining compliance standards, conducting regular training, and contributing to the continuous improvement of processes, technologies, and tools are also key aspects of the Problem Manager position.,