Problem Manager
Core
Manage ITSM problem records through resolution, conduct root cause analysis, and coordinate with service teams to prevent major service-affecting incidents.
Role type
ITSM Problem Manager
Builds
Problem management processes and incident prevention strategies
Domain
IT Service Management (ITSM)
Deliverable
dashboards & analysis
Required skills
Root cause analysis, problem record management, stakeholder coordination, risk identification, SLA impact assessment, report writing, data analysis
Preferred skills
ITIL qualification, cross-team facilitation
Technologies
ITSM tools
Responsibilities
Manage problem records to resolution, ensure well-documented root cause analysis, coordinate with IT service teams, produce Major Incident Report updates, send RCA summary reports, transition incidents to problem management, proactively identify and mitigate risks
Seniority
Mid-level, hands-on IC
