Problem Manager - #2166808

Service Quality & Problem Management

Experienced Tech SME – Service Quality & Problem Management to lead functional investigations, Root Cause Analysis (RCA), Post-Incident Reviews (PIRs), and continuous service improvement.

Key Responsibilities:

• Lead RCA, PIRs, and investigations into production incidents and recurring problems.
• Drive corrective actions and sustainable solutions to prevent incident recurrence.
• Analyse ITSM data, identify trends, and improve service quality and operational performance.
• Track problem records, action plans, SLA performance, risks, and commitments.
• Collaborate with Technology teams, Problem Managers, Product Owners, and business stakeholders.
• Prepare reports and present insights to senior stakeholders.
• Leverage AI, automation, and analytics to enhance Problem Management processes.
• Maintain documentation, share best practices, and drive continuous improvement.

Required Skills & Experience:

• Strong expertise in Problem Management and Service Management.
• ITIL knowledge covering Incident, Problem, Change, and Knowledge Management.
• Hands-on experience with RCA, PIRs, production support, and corrective actions.
• Good knowledge of ITSM tools, preferably ServiceNow.
• Strong analytical, problem-solving, communication, and stakeholder management skills.
• Experience with AI, automation, and process improvement initiatives.

Interested candidates: Please share your updated CV or apply directly.

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