Service Integration & Management - Problem Management
Job Description
Position Overview:
The SIAM Problem Manager is responsible for governing, coordinating, and assuring the end‑to‑end IT Problem Management process across multiple service providers within a SIAM operating model. The role ensures that recurring incidents and underlying root causes are systematically identified, analyzed, and eliminated to minimize service disruption and improve service stability.
This role acts as a key integrator between internal IT teams, external vendors, and business stakeholders, ensuring adherence to ITIL best practices, effective root cause analysis (RCA), and organizational governance while driving continual service improvement.
Responsibilities
- Own and manage the end‑to‑end Problem Management process within the SIAM framework.
- Ensure consistent application of problem management policies, RCA standards, and governance across all service providers.
- Coordinate cross‑supplier and cross‑tower problem investigations, including Major Incident–driven problems.
- Act as the single point of accountability for integrated problem resolution, root cause validation, and corrective/preventive actions.
- Lead and facilitate Problem Review meetings, RCA workshops, and post‑incident analysis sessions.
- Ensure high‑quality root cause analysis, impact assessment, and sustainable corrective and preventive actions (CAPA).
- Track, challenge, and govern problem remediation plans to closure, including vendor accountability.
- Communicate effectively with technical teams, operations, and business stakeholders, including executive‑level reporting on problem trends and risk.
- Support audit, compliance, and regulatory requirements related to problem management.
- Analyze problem performance metrics such as recurring incidents, backlog ageing, RCA quality, and repeat failures.
- Drive Continual Service Improvement (CSI) initiatives based on trend analysis, proactive problem identification, and systemic weaknesses.
Education & Experience Qualification
Education:
Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
Master’s degree (MBA/MS in Information Systems, IT Management, or Operations) is an added advantage.
ITIL v3/v4 Foundation certification (mandatory); ITIL Managing Professional or ITIL Intermediate (Release, Control & Validation) preferred.
SIAM Foundation/Professional certification is desirable.
Additional certifications in COBIT, ISO/IEC 20000, or IT governance frameworks are a plus.
Experience:
7–12 years of overall IT experience, with at least 4–6 years in problem Management, Service Management, or IT Operations within an enterprise environment.
Proven experience working in a SIAM or multi-vendor ecosystem with responsibility for integrated change governance.
In-depth understanding of ITIL processes, especially Change, Release, Incident, Problem, and Configuration Management.
Experience analyzing change performance metrics (change success rate, emergency changes, failed changes, change collisions) and driving improvement initiatives.
Exposure to regulatory, audit, and compliance requirements related to IT change governance.
Experience using ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
Strong stakeholder management experience, including communication with senior leadership and external service providers.
Experience in global delivery environments and cross-functional collaboration is preferred.