We are seeking a proactive and detail-oriented Problem Manager to join our IT Service Management (ITSM) team. The Problem Manager will be responsible for identifying, managing, and resolving the root causes of incidents to prevent recurrence and minimize impact on business operations.

• Lead the end-to-end problem management process, including detection, logging, categorization, prioritization, investigation, diagnosis, and resolution.
• Conduct Root Cause Analysis (RCA) for major incidents and recurring problems.
• Establish and maintain a Known Error Database (KEDB) and Problem Records.
• Collaborate with incident management, change management, development, and infrastructure teams to implement solutions.
• Develop and implement workarounds where permanent fixes are not immediately possible.
• Monitor the effectiveness of solutions and drive continuous service improvement initiatives.
• Provide regular updates and reports to stakeholders on problem management activities and outcomes.
• Facilitate Problem Review Meetings, including Post-Incident Reviews (PIR).
• Maintain compliance with ITIL best practices and company policies.
• Analyze trend data to proactively identify potential issues before they escalate into incidents.
• Familiarity with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar platforms.
• Excellent communication and stakeholder management skills.
• ITIL v3/v4 Foundation certification (preferred).