Senior Problem Manager

The Managed Services Command Center Senior Problem Manager is responsible for overseeing problem management processes within a high-availability IT environment. This role focuses on identifying root causes of recurring incidents, driving permanent resolutions, and improving IT service reliability. The Senior Problem Manager collaborates with cross-functional teams, vendors, and stakeholders to implement best practices in problem resolution, trend analysis, and proactive risk mitigation.

Key Responsibilities:

·       Problem Identification & Analysis: Lead investigations into major incidents and recurring problems to determine root causes and ensure corrective actions are taken.

·       Process Management: Define, implement, and continuously improve problem management processes in alignment with ITIL best practices.

·       Root Cause Analysis (RCA): Facilitate RCA sessions, document findings, and drive the implementation of long-term fixes.

·       Collaboration: Work closely with incident managers, change managers, infrastructure teams, and application support teams to prevent problem recurrence.

·       Trend Analysis & Reporting: Analyze trends in incidents and problems, providing insights and recommendations for service improvement.

·       Continuous Service Improvement (CSI): Develop and execute strategies to enhance service stability and prevent future disruptions.

·       Stakeholder Communication: Provide regular reports and updates on problem resolution progress to senior leadership, clients, and key stakeholders.

·       Knowledge Management: Ensure lessons learned from problem investigations are documented and incorporated into knowledge repositories.

·       Vendor & Supplier Coordination: Engage with third-party service providers to resolve recurring technical issues and improve overall service performance.

·       Emergency Response & Critical Incident Support: Support the command center in high-severity incident scenarios by leading problem resolution efforts.

Qualifications:

·       Education: Bachelor's degree in Information Technology, Computer Science, or a related field. ITIL certification (ITIL v4 preferred) is highly desirable.

·       Experience: Minimum 8+ years of experience in IT Service Management, with at least 5 years in a problem management role within a managed services or IT operations environment.

·       Technical Expertise: Strong understanding of IT infrastructure, networking, cloud services, databases, and enterprise applications.

·       Analytical & Problem-Solving Skills: Proven ability to analyze complex IT issues, identify root causes, and drive permanent fixes.

·       Communication & Leadership: Excellent communication skills with the ability to influence and engage stakeholders at all levels.

·       Process-Oriented Mindset: Expertise in ITIL framework, particularly problem, incident, and change management.

·       Tools & Technologies: Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or equivalent.

·       Collaboration & Teamwork: Ability to work in a dynamic, 24/7 operational environment, coordinating with global teams.