Senior Problem Manager

About the role

The Senior Problem Manager (User Services) owns and continuously improves the Problem Management framework, policies, processes, standards, templates, and governance practices. This role leads end-to-end problem investigations, drives root cause analysis, manages workarounds and corrective actions, and ensures accountability across vendors and service providers. The position delivers measurable improvements through reduced incident recurrence, effective Known Error management, and successful corrective actions within a controlled Problem Management practice.

Key responsibilities

• Own and continuously improve the Problem Management framework, policies, processes, standards, templates, and governance practices

• Define standards for problem identification and triage, root cause analysis, evidence gathering, documentation, known error management, and closure procedures

• Coordinate Problem Management with Incident Management, Major Incident Management, Change Management, Knowledge Management, Configuration Management, Risk Management, and Continual Service Improvement

• Establish proactive and reactive methods to identify recurring issues from incidents, system degradation, risk data, supplier performance, and service inefficiencies

• Lead end-to-end problem investigations and facilitate investigation teams involving SMEs, service owners, process owners, suppliers, risk and security teams, and finance stakeholders

• Drive structured root cause analysis using techniques such as 5 Whys, Fault Tree Analysis, Pareto Analysis, Timeline Analysis, Barrier Analysis, and Hypothesis Testing

• Ensure workarounds are identified, validated, documented, and communicated, and create and manage Known Error records

• Drive identification and implementation of permanent corrective actions with assigned owners, target dates, and acceptance criteria

• Maintain accurate and auditable Problem records and hold vendors and service providers accountable for timely evidence submission, SME participation, and remediation delivery

• Maintain and report on problem portfolio, trend analysis, investigation quality, and business value delivered

About you

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, Operations, Risk Management, Data-related disciplines, or equivalent practical experience

• 7+ years of experience in IT Service Management, Service Operations, Reliability Management, Problem Management, or Service Assurance

• Minimum 3+ years leading cross-functional investigations and Root Cause Analysis activities

• Experience managing the complete Problem Management lifecycle

• Experience working within multi-vendor and service integration environments

• Strong knowledge of ITIL-based Problem Management practices

• Advanced investigation and analytical skills with ability to develop hypotheses, analyze evidence, and map causal relationships

• Strong stakeholder management and influence without direct authority, with excellent facilitation, interviewing, analytical reasoning, negotiation, conflict resolution, and communication skills

• Ability to communicate technical findings to both technical and executive audiences

• ITIL Foundation Certification required