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Purpose of the position 

The Sr. Problem Manager will play a pivotal role in identifying, analyzing, and resolving recurring and potential issues within our technology environment. Reporting to the Manager Application Production Support Engineering, the Sr. Problem Manager will collaborate closely with cross-functional teams to implement effective problem management processes and ensure the continuous improvement of our systems and services. 

Core tasks and responsibilities 

Problem Identification: Proactively and reactively identify and prioritize potential and recurring issues within our technology environment through trend analysis, incident reports, and stakeholder collaboration.  Root Cause Analysis:   Lead and facilitate blameless post-mortems and perform root cause analysis (RCA) investigations to identify the underlying causes of problems and incidents, ensuring that corrective actions are implemented to prevent recurrence.  Identify sub-optimal incident response.   Develop plans to prevent recurrence of root causes and improve incident response, document these and manage them to closure.   Problem Resolution: Work closely with technical teams to develop and implement effective solutions to address identified problems and prevent their impact on service delivery.  Incident Management Support: Collaborate with Incident Management teams to provide guidance and support during major incidents, ensuring that appropriate problem-solving techniques are applied to minimize service disruption and restore normal operations.  Process Improvement: Continuously review and refine problem management and incident management processes and procedures to enhance efficiency, effectiveness, and alignment with industry best practices and standards.  Knowledge Management: Maintain a comprehensive knowledge base of known problems, their resolutions, and lessons learned to facilitate faster problem resolution and support ongoing learning and improvement.  Performance Metrics: Define and track key performance indicators (KPIs) to measure the effectiveness of problem management activities and identify areas for improvement.  Stakeholder Communication: Communicate regularly with stakeholders, including senior management, to provide updates on problem management activities, status of ongoing investigations, and recommendations for improvement.  Must be available to work 8 AM to 5 PM ET US hours with shift differential. 

Required Skills, Experience, and Competencies 

Bachelor's degree in computer science, information technology, or related field.  Must have 2 years of experience in problem management.  Strong analytical and problem-solving skills, with the ability to conduct thorough root cause analysis and develop effective solutions.  Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and communicate complex technical concepts to non-technical stakeholders.  Knowledge of ITIL (Information Technology Infrastructure Library) framework and best practices in problem management.  Experience with incident or problem management tools and systems.  Certification in ITIL or other relevant certifications (e.g., Certified Problem Manager) is recommended.  Requires developed knowledge in problem management and is considered a specialist by others in their area.  Applies expertise independently and guides more junior colleagues.  Communicates complex information to colleagues in a way that can be easily understood.  Maintain effective relationships within your own Business Division or Corporate Function.  Experience using ADO or JIRA is preferred.  Must have excellent written English and verbal communication skills, as well as excellent English reading and comprehension skills.  MUST be able to work in a team, sharing thoughts, opinions, and suggestions, and not afraid to ask for help when needed.  Ability to work by oneself and be self-reliant using resources available to answer one's questions such as Google, CoPilot, etc.  Ability to listen and follow instructions.