Senior Problem Manager Contract

Job Purpose

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

Key Responsibilities

Problem Management & Root Cause Analysis (RCA)

• Lead investigations into major incidents and recurring problems to determine root causes and implement corrective actions.
• Conduct Root Cause Analysis (RCA) sessions, document findings, and ensure long-term fixes are applied.
• Develop strategies to prevent problem recurrence and improve overall service stability.

Process Optimization & Continuous Improvement

• Define, implement, and enhance problem management processes in alignment with ITIL best practices.
• Analyze incident and problem trends, providing insights and recommendations for continuous service improvement (CSI).
• Ensure lessons learned from problem investigations are documented and shared across teams.

Collaboration & Stakeholder Engagement

• Work closely with incident managers, change managers, infrastructure teams, and application support teams to address underlying IT issues.
• Provide regular reports and updates on problem resolution progress to senior leadership, clients, and key stakeholders.
• Engage with third-party service providers to resolve recurring technical issues and optimize service performance.

Incident Response & High-Severity Support

• Support the command center during critical incidents, leading problem resolution efforts to restore services efficiently.
• Participate in post-incident reviews, ensuring that corrective actions are properly implemented.

Qualifications & Skills

Education & Certifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• ITIL certification (ITIL v4 preferred) is highly desirable.

Experience & Expertise

• 8+ years of experience in IT Service Management (ITSM), with at least 5 years in a problem management role within a managed services or IT operations environment.
• Strong understanding of IT infrastructure, networking, cloud services, databases, and enterprise applications.
• Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or equivalent.

Skills & Competencies

• Analytical & Problem-Solving: Proven ability to analyze complex IT issues, identify root causes, and drive permanent fixes.
• Process-Oriented Mindset: Expertise in ITIL framework, particularly problem, incident, and change management.
• Communication & Leadership: Excellent ability to influence and engage stakeholders at all levels.
• Collaboration & Teamwork: Ability to thrive in a fast-paced, 24/7 operational environment, working with global teams.