Problem Manager, Tieto Indtech (m/f/d)
Core
Own and manage the end-to-end Problem Management lifecycle to drive root cause analysis, reduce recurring incidents, and improve service stability in complex enterprise environments.
Role type
Senior IT Service Management (Problem Management) Manager
Builds
Stable IT services and reduced incident volume for enterprise clients
Domain
IT Service Management (ITSM) / Enterprise IT Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Problem Management lifecycle management, Root cause analysis, ITIL principles, Stakeholder communication, ITSM platforms (ServiceNow/Jira), KPI definition and reporting, Trend identification, Process improvement, Change Management collaboration, Known Error Database (KEDB) management
Preferred skills
SAFe and Agile ways of working, Data analysis tools, Infrastructure/network/cloud/application environment knowledge, ISO 9001 quality management frameworks
Technologies
ServiceNow, Jira Service Management
Responsibilities
Own and manage the end-to-end Problem Management lifecycle, Drive root cause analysis and ensure permanent solutions are identified and implemented, Maintain a healthy Problem backlog and ensure timely progression of all Problem records, Collaborate closely with Incident Management, Service Desk, Change Management, and technical teams, Maintain and improve the Known Error Database (KEDB), Define, monitor, and report on Problem Management KPIs
Seniority
Senior, hands-on IC
