Problem Manager, Mid

The Problem Manager, Mid oversees the lifecycle of problems within enterprise IT services to identify root causes of recurring incidents and implement permanent corrective actions. This role leads structured investigations into major and recurring issues, coordinating cross-functional technical teams to diagnose underlying faults and design sustainable fixes. The manager prioritizes problems based on impact and urgency, manages the problem backlog, and ensures tight linkage with incident, change, and release processes to protect the availability of mission-critical systems., + Own the end-to-end problem lifecycle, from detection and logging through investigation, remediation, and closure.

• Apply ITIL-aligned problem management practices and ensure integration with incident, change, and configuration management processes.

• Lead and facilitate technical problem reviews and investigations, using methods such as 5 Whys, fishbone diagrams, and timeline analysis to identify root causes.

• Analyze incident trends, recurring outage patterns, and monitoring data to proactively identify candidate problems and initiate improvement efforts.

• Maintain and curate a known error database and problem knowledge base so workarounds and lessons learned are documented and reused across support teams.

• Coordinate with change management to plan and validate problem-related changes, ensuring fixes are tested and verified in production.

• Track and report problem management metrics (for example, recurring incident counts, mean time to resolve problems, backlog aging) and use them to drive service improvement.

• Communicate root causes, remediation plans, and progress clearly to technical teams, service owners, and business stakeholders.

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant experience.

• Typically 4-7 years of experience in problem management, incident management, or related IT operations roles.

• Strong understanding of problem management principles, frameworks, and best practices (for example, ITIL).

• Proficiency using problem and incident management tools and systems and experience conducting root cause analysis and implementing corrective actions.

• Strong problem-solving, analytical, communication, and organizational skills, with the ability to manage and prioritize multiple problems.

• Ability to obtain and ma