Problem Manager

Description

Job Summary: We are seeking a professional to implement, maintain, and lead the Problem Management practice, ensuring proactive analysis and coordinating problem resolution. Key Highlights: 1. Lead the Problem Management practice and continuous improvement. 2. Coordinate root cause analysis (RCA) and known error management. 3. Promote a prevention-oriented culture in IT. ***General Responsibilities*** * 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 until 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 improvement and optimization of the Problem Management practice. * Train teams on the Problem Management practice. * Promote a culture focused on prevention—not solely on reaction. **Requirements:** * Minimum 3 years in IT Service Management, preferably in organizations operating 24x7\. * Bachelor's degree in IT-related fields such as: · Information Technology · 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 **We Offer:** * Gross monthly salary of $25,000 to $30,000 depending on qualifications (including KPI bonus) * Statutory benefits from day one and 100% nominal salary * Working hours: Monday to Friday, 9:00 am to 6:00 pm Employment type: Full-time Salary: $25,000\.00 \- $30,000\.00 per month Benefits: * Company parking Application question(s): * What is your expected net monthly income? * Do you have experience as a Problem Manager? * Which tools have you used for problem management? Work location: On-site employment