IT Problem Manager

We are seeking a detail-oriented and analytical professional to join our IT team as a Problem Manager. This individual will take ownership of our Problem Management process, performing deep root cause analyses (e.g., 5 Whys, Fishbone Diagram) and driving the resolution of open problems to improve service reliability, reduce recurring incidents, and enhance system performance.

Key responsibilities :

1. Problem Management Process

   • Manage and drive the ITIL-compliant Problem Management lifecycle, including problem identification, logging, categorization, prioritization, investigation, and resolution.

   • Coordinate cross-functional teams to identify and analyze recurring incidents and implement permanent fixes.

2. Root Cause Analysis (RCA)

   • Lead thorough and structured RCAs using engineering methodologies such as the 5 Whys, Fishbone Diagrams, and Failure Mode and Effects Analysis (FMEA).

   • Document and communicate findings clearly, ensuring they are actionable and aligned with business priorities.

3. Problem Solving

   • Develop and propose practical, data-driven solutions to eliminate the root causes of problems.

   • Work closely with Change Management and Development teams to ensure that corrective actions are deployed effectively and monitored for success.

4. Collaboration and Reporting

   • Collaborate with Incident Management, Operations, and Engineering teams to ensure seamless handoff between incidents and problems.

   • Produce problem management reports with key metrics, including root cause trends, Mean Time to Repair (MTTR), and problem backlog status.

5. Continuous Improvement

   • Identify opportunities to improve the Problem Management process itself, leveraging tools, automation, and best practices.

   • Advocate for a culture of proactive problem prevention through improved monitoring, testing, and resilience practices.