Problem Manager

Description

Job Summary: We are seeking a Problem Management leader to implement, maintain, and optimize the practice, coordinate root cause analysis, and ensure dissemination of solutions. Key Highlights: 1. Lead and implement the Problem Management practice. 2. Coordinate root cause analysis (RCA) of problems. 3. Promote a culture of prevention and continuous improvement. **Description:** ---------------- **General Activities.** * Implement, maintain, and lead the Problem Management practice. * Identify trends of recurring incidents and potential problems. * Ensure reactive and proactive analysis for identifying possible problems. * Coordinate root cause analysis (RCA) of problems. * Ensure structured documentation of problems, including: o Root cause o Workarounds o Known error o Solution plan * Manage the Known Error Database (KEDB). * Ensure dissemination of known errors and temporary solutions to resolution teams. * Track problems to their definitive resolution. * Coordinate with service owners and resolution teams on problem resolution activities. * Validate the quality of documentation related to problem records. * Generate periodic performance reports on the Problem Management practice for each of our clients. * Ensure continuous improvement and optimization of the Problem Management practice. * Train teams on the Problem Management practice. * Promote a prevention-oriented culture—not solely a reactive one. **Requirements:** --------------- **Requirements:** At least 3 years of experience in IT Service Management, preferably within organizations operating 24x7\. * Graduate in IT-related disciplines such as: · Information Technologies · Computer Systems · Informatics · Telecommunications · Software Engineering · Cybersecurity · Industrial Engineering (with IT focus) **IT Service Management (ITSM)** * Problem Management (COBIT and ITIL) * Incident Management * Change Management. * Configuration Management. * Availability Management. · * Root Cause Analysis (RCA) methods * ITSM tools * CMDB Knowledge Management (KMDB) * **Information Technologies:*** IT infrastructures * Networks * Operating systems * Databases * Cloud computing * Monitoring and observability * Basic cybersecurity Enterprise integrations and applications * **Data analysis, metrics, and trends:** * Stability KPIs * Incident trends * MTTR * MTBF * Availability * Executive dashboards * Continuous improvement processes