Problem Manager - ITSM

Job Title & Summary

As a Problem Manager at XBP Global, you will be responsible for identifying, analyzing, and resolving the root causes of recurring incidents to prevent future service disruptions. You will lead problem investigation activities, coordinate with technical teams to implement permanent fixes, and drive proactive problem identification initiatives. This critical role requires an experienced professional with strong analytical capabilities and technical acumen to enhance service reliability and reduce total cost of incident management.

Key Responsibilities

• Lead end-to-end problem management lifecycle from identification through permanent resolution
• Conduct root cause analysis using structured methodologies (5-Why, Fishbone, Fault Tree Analysis)
• Coordinate problem investigation activities with technical teams, vendors, and subject matter experts
• Proactive problem management to reduce incidents and improve service stability
• Problem investigation and analysis to drive service improvements
• Maintain problem records, track resolution progress, and ensure timely closure of problem tickets
• Develop and maintain Known Error Database (KEDB) with workarounds and resolution procedures
• Perform trend analysis on incident data to identify proactive problem management opportunities
• Collaborate with Incident Management team to minimize service disruption during problem resolution
• Interface with Change Management to ensure proper implementation of permanent fixes
• Generate problem management reports, metrics, and KPIs for senior management review
• Drive continuous service improvement initiatives based on problem patterns and trends

NICE TO HAVE Skills

Qualifications

MUST HAVE Skills