Problem Mgmt. Lead / Problem Manager, Senior

Job description

The Problem Mgmt. Lead / Problem Manager, Senior leads the end-to-end problem management function to identify, analyze, and eliminate root causes of recurring incidents impacting mission-critical IT services. This role owns the lifecycle of problems from detection and logging through investigation, remediation, and closure, ensuring permanent fixes or robust workarounds are implemented. The manager coordinates closely with incident, change, and service owners to prioritize problems by business impact and risk and champions data-driven continuous improvement to enhance service stability and user experience. Key Responsibilities: - Lead the full problem lifecycle, including logging, categorization, prioritization, investigation, root cause analysis, workaround definition, permanent fix implementation, and closure. - Apply ITIL-aligned problem management practices, tightly integrating with incident, change, and configuration management so investigations and changes are traceable and controlled. - Drive complex root cause analysis using structured techniques (for example, 5 Whys, fault tree or component impact analysis) and translate findings into corrective and preventive actions. - E...