Problem Manager

Overview

As Problem Manager, you own problems from identification to resolution within a collaborative Global Management Services environment. You will coordinate investigations, perform root cause analysis, identify known errors, and drive permanent fixes with cross‑functional teams and stakeholders to reduce disruption. You’ll review trends, propose service improvement plans, and ensure quality reporting to turn insights into action. This role offers the opportunity to shape problem and error control in a security‑conscious, multi‑stakeholder setting.

Responsibilities

• Own assigned problems from identification to resolution
• Identify trends from incident/problem data
• Coordinate root cause analysis and drive permanent fixes
• Bring together internal teams and external stakeholders to resolve complex issues
• Maintain an accurate problems inventory and track progress/actions
• Follow up with owners to maintain momentum and accountability
• Produce Problem Management reports and MI
• Coordinate problem review meetings and suggest improvements to control processes
• Apply diverse root cause analysis techniques to complex issues

Key requirements

• Previous experience in a Problem Management role within an operational support or service management environment
• ITIL 4 Foundation qualification
• Experience using an incident or service management system
• Strong root cause analysis and problem investigation skills
• Excellent written and verbal communication, including clear report writing
• Strong organisational skills and a methodical approach to managing actions
• Ability to work independently and in a team
• Confident use of Microsoft Office applications with intermediate Excel skills
• Active SC clearance

• proactive
• analytical
• ownership
• ITIL 4 Foundation
• root cause analysis
• incident/service management systems

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