Problem Manager

About CoorB

CoorB specializes in creating comprehensive innovative solutions aimed at automating processes, enhancing user experiences, and leveraging advanced data analytics. Our deep industry knowledge supports operational excellence, future-proofs IT investments, and maintains a competitive advantage within the finance sector.

Role Overview

The Problem Manager is responsible for overseeing and advancing the Problem Management process within IT Services. The primary objective is to identify, analyze, and permanently address the root causes behind frequent and significant incidents, thereby minimizing incident volumes and impact. This role advances IT service dependability by eliminating known issues following ITIL best practices, coordinating cross-team investigations, managing the known error repository, and promoting data-driven service enhancements.

Key Responsibilities

• Develop, sustain, and enhance the end-to-end Problem Management process ensuring adherence to ITIL and organizational standards.
• Establish and enforce policies, procedures, and workflows related to problem management across the IT Service Desk.
• Ensure integration between Problem Management and connected processes including Incident, Change, and Knowledge Management.
• Identify problems from recurring and major incidents, and log them accurately within ITSM tools.
• Lead root cause analyses utilizing structured methodologies such as 5 Whys and Fishbone diagrams.
• Coordinate teams, vendors, and stakeholders to determine underlying causes and implement resolutions.
• Manage problem records throughout their lifecycle, ensuring timely progress and detailed documentation.
• Analyze incident, event, and performance data to proactively detect potential problems.
• Drive continuous service improvements aimed at eradicating repeat incidents and reducing operational risks.
• Maintain and update the Known Error Database (KEDB) ensuring documented workarounds are accessible and utilized by the Service Desk.
• Collaborate with Major Incident Management to guarantee all major incidents lead to formal problem records and post-incident reviews.
• Facilitate post-incident reviews, document lessons learned, and oversee the execution of corrective and preventive actions.
• Generate regular reports, dashboards, and KPIs to inform management and stakeholders about problem management efforts.
• Lead problem review meetings, communicating statuses, risks, and solutions to both technical and business teams.
• Provide guidance, coaching, and leadership to problem analysts and coordinators whilst fostering problem-solving capabilities within the Service Desk.
• Collaborate closely with Change Management to ensure solutions are implemented effectively and safely.

Required Qualifications and Skills

• Bachelor’s degree in IT, Computer Science, or closely related discipline, or equivalent experience.
• At least 5 years of experience in IT service management, with a minimum of 2 years specializing in Problem Management or a related area.
• ITIL v3/v4 Foundation certification is mandatory, with a preference for ITIL Intermediate or Managing Professional certifications.
• Demonstrated expertise in leading root cause analyses and achieving permanent problem resolution.
• Practical experience with ITSM platforms such as ServiceNow, BMC Remedy, Jira Service Management, or Ivanti.
• Strong insight into IT infrastructure, applications, and service delivery environments.
• Analytical mindset and structured approach to problem-solving capable of discerning root causes in complex scenarios.
• Proven stakeholder management skills with the ability to influence cross-functional teams without direct authority.
• Excellent communication skills, both written and verbal, including reporting to senior leadership.
• Leadership qualities with the capability to coach teams and maintain composure under pressure.
• A data-oriented approach with strong skills in trend analysis and reporting.
• Attention to detail, proactive ownership, and a focus on continuous improvement.