As a Problem Manager, you will lead the investigation and resolution of major incidents, identifying root causes and driving structured solutions to prevent recurrence while ensuring effective problem management across the organisation.
What You’ll Do and How You’ll Succeed
- Act as the central point of contact for all problem management activities, ensuring coordination across teams
- Ensure all problems are logged, tracked, monitored, and reported in line with agreed standards and tools
- Maintain an accurate and up-to-date problem record database to support traceability and analysis
- Analyse incidents to identify underlying problems and root causes using structured RCA techniques
- Conduct trend analysis on problem records and performance metrics to identify recurring issues and improvement opportunities
- Collaborate with cross-functional teams including IT support, development, and operations to drive resolution of complex problems
- Facilitate problem management meetings and ensure alignment across stakeholders
- Produce regular reports on problem activity, insights, and recommendations for senior management
- Develop, maintain, and continuously improve problem management procedures and best practices
- Provide training to new team members on problem management processes and standards
- Liaise with incident managers to ensure appropriate escalation from incidents to problems
- Work with change managers to ensure changes are implemented to prevent recurrence of known issues
- Maintain clear communication with stakeholders to gather requirements and provide updates on problem status
- Contribute to continuous improvement initiatives by analysing data trends and recommending enhancements
We’d Love to Hear From You If…
Experience
- You have at least 5 years of experience in IT problem management or a related role
- You hold a Bachelor’s degree in Computer Science, Engineering, or a related field
Technical Expertise
- You are proficient in root cause analysis techniques such as 5 Whys, Fishbone Diagram, and Fault Tree Analysis
- You have experience with data analysis tools and techniques
- You understand how problem management integrates with incident management and ITSM tools such as ServiceNow
- You are skilled in documenting problem records, known errors, and workarounds
- You can analyse incident trends and performance metrics to identify recurring issues
- You are proficient in generating and interpreting reports to track performance and drive improvements
- You have knowledge of CMDB and how configuration items relate to problems and incidents
- You are familiar with tools such as Microsoft Teams or JIRA for collaboration
- You have experience with automation tools to streamline problem resolution processes
- You have familiarity with ITIL or other IT service management frameworks is advantageous
- You have experience with incident and problem management software such as ServiceNow is advantageous
Ways of Working
- You demonstrate strong problem-solving and analytical capabilities
- You communicate clearly and confidently across all levels, including meetings and written communication
- You are able to work effectively under pressure and manage multiple priorities
- You show strong attention to detail and the ability to work independently
- You bring a strong customer service orientation and collaborative mindset