Senior Problem Manager

The Managed Services Command Center Senior Problem Manager is responsible for overseeing problem management processes within a high-availability IT environment. This role focuses on identifying root causes of recurring incidents, driving permanent resolutions, and improving IT service reliability. The Senior Problem Manager collaborates with cross-functional teams, vendors, and stakeholders to implement best practices in problem resolution, trend analysis, and proactive risk mitigation.

Key Responsibilities :

• Problem Identification & Analysis : Lead investigations into major incidents and recurring problems to determine root causes and ensure corrective actions are taken.
• Process Management : Define, implement, and continuously improve problem management processes in alignment with ITIL best practices.
• Root Cause Analysis (RCA) : Facilitate RCA sessions, document findings, and drive the implementation of long-term fixes.
• Collaboration : Work closely with incident managers, change managers, infrastructure teams, and application support teams to prevent problem recurrence.
• Trend Analysis & Reporting : Analyze trends in incidents and problems, providing insights and recommendations for service improvement.
• Continuous Service Improvement (CSI) : Develop and execute strategies to enhance service stability and prevent future disruptions.
• Stakeholder Communication : Provide regular reports and updates on problem resolution progress to senior leadership, clients, and key stakeholders.
• Knowledge Management : Ensure lessons learned from problem investigations are documented and incorporated into knowledge repositories.
• Vendor & Supplier Coordination : Engage with third-party service providers to resolve recurring technical issues and improve overall service performance.
• Emergency Response & Critical Incident Support : Support the command center in high-severity incident scenarios by leading problem resolution efforts.

Qualifications :