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Itil Problem Manager Jobs (NOW HIRING)

ASM Research

Problem Manager

ITIL Framework Knowledge * Incident Management Integration * Problem Lifecycle Management * Technical Infrastructure Knowledge Preferred Skills * ITIL Foundation or Certified Problem Manager ...

Spgi

Sr. Problem Manager

Princeton, NJ · On-site

$85K - $145K/yr

Own and mature the Problem Management lifecycle aligned to ITIL v4 principles, partnering with Risk and Compliance teams to support regulatory expectations including DORA compliance * Analyze ...

S&P Global

Sr. Problem Manager

Princeton, NJ · On-site

$85K - $145K/yr

Own and mature the Problem Management lifecycle aligned to ITIL v4 principles, partnering with Risk and Compliance teams to support regulatory expectations including DORA compliance * Analyze ...

S&P Global

Sr. Problem Manager

New York, NY · On-site

$85K - $145K/yr

Own and mature the Problem Management lifecycle aligned to ITIL v4 principles, partnering with Risk and Compliance teams to support regulatory expectations including DORA compliance * Analyze ...

1 point system

Problem Management Engineer

Boston, MA · On-site

$112K - $146K/yr

Strong understanding of ITIL Problem Management processes and best practices * Proven experience leading or performing Root Cause Analysis in complex technical environments * Technical background ...

Spgi

Sr. Problem Manager

New York, NY · On-site

$85K - $145K/yr

Own and mature the Problem Management lifecycle aligned to ITIL v4 principles, partnering with Risk and Compliance teams to support regulatory expectations including DORA compliance * Analyze ...

ASM Research

Problem Manager, Mid

Apply ITIL-aligned problem management practices and ensure integration with incident, change, and configuration management processes. * Lead and facilitate technical problem reviews and ...

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Itil Problem Manager information

How does an ITIL Problem Manager typically collaborate with other IT teams to resolve recurring incidents?

An ITIL Problem Manager works closely with incident management, service desk, and technical support teams to analyze incident trends and identify underlying causes of recurring issues. They often facilitate problem review meetings, coordinate root cause analysis, and ensure that permanent solutions are implemented across departments. Effective collaboration involves clear communication, documentation, and follow-up to verify that corrective actions prevent future incidents. This cross-functional teamwork is essential for maintaining service quality and minimizing disruptions.

What is an ITIL Problem Manager?

An ITIL Problem Manager is a professional responsible for identifying and managing the root causes of incidents within an IT service environment. Their main goal is to minimize the adverse impact of recurring issues by preventing problems and resulting incidents from happening. They analyze incident trends, coordinate with technical teams to investigate root causes, and implement permanent solutions. The role ensures continuous improvement of IT services by maintaining problem records, facilitating problem reviews, and driving proactive problem management.

What is the difference between Itil Problem Manager vs Itil Incident Manager?

AspectItil Problem ManagerItil Incident Manager
Primary FocusIdentifying and resolving root causes of problemsRestoring services quickly after incidents
ResponsibilitiesProblem analysis, root cause analysis, proactive problem managementIncident logging, escalation, resolution, communication
CertificationsITIL Foundation, Problem Management certificationsITIL Foundation, Incident Management certifications
Work EnvironmentIT service management teams, technical supportHelp desks, support centers, operational teams

The Itil Problem Manager focuses on identifying and resolving underlying issues to prevent future incidents, while the Itil Incident Manager aims to restore normal service operation as quickly as possible. Both roles require ITIL certifications and work within IT service management environments, but their core objectives differ significantly.

What are the key skills and qualifications needed to thrive as an ITIL Problem Manager, and why are they important?

To thrive as an ITIL Problem Manager, you need a deep understanding of ITIL frameworks, strong analytical skills, and experience in IT service management, often backed by an ITIL certification. Familiarity with ITSM tools like ServiceNow or BMC Remedy and root cause analysis methodologies is typically required. Exceptional communication, stakeholder management, and critical thinking skills help in effectively resolving issues and driving process improvements. These competencies are crucial for minimizing service disruptions, enhancing IT efficiency, and supporting organizational goals.
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Itil Problem Manager jobs near you

ITIL Incident/Problem Manager

Futran Tech Solutions Pvt. Ltd.

Saint Louis, MO • On-site

Full-time

Posted 4 days ago

Job description

Role-Incident Manager
Location-St Louis, Missouri
We are looking for not only a passionate leader, but an effective problem solver. The ideal candidate will have extensive knowledge and experience in both Incident Management and Problem Management. The candidate must possess a good understanding of Problem Management process and IT infrastructure components (servers, network, storage, middleware/database, application software and data center facilities) and processes followed in software development and IT operations, as well some of the tools used to implement and manage them. Additionally, the candidate will be responsible for all incidents reported to the Command Center from initiation until an acceptable work-around is in place or incident resolution. Candidates must have experience in, and not limited to, support operations, escalation management, and critical incident response. Candidates need to demonstrate excellent communication skills and have experience working in a matrix management organization. All aspects of the work will be well structured and conducted utilizing ITIL practices.
Major Areas of Accountability:
As an ITIL Incident/Problem Manager, you will be responsible for:
  • Ensuring incident response procedures are in place to mitigate severe impacts
  • Enforcing Incident Management policy and processes; notify participants when standards and procedures are not being followed
  • Reviewing and Analyzing Incident Management metrics and reporting metrics to leadership
  • Monitoring effectiveness of Incident Management and drive improvements
  • Monitoring functionality of Incident Management systems and applications
  • Ensuring all appropriate groups are working on restoring service in a timely manner
  • Notify, escalate, and communicate to leadership and impacted stakeholders the existence of service impacts when required
  • Maintaining and managing 24x7x365 coverage of severe incident response
  • Ensuring timely and accurate handoff of problem and outage records
  • Training stakeholders in incident management policies, processes, and procedures
  • Addressing shortfalls to service levels and identify and correct process gaps
  • Coordinating all continuous improvement activities
  • Analyzing data, predicting trends and themes
  • Audit the completeness and accuracy of all incidents using the ServiceNow Platform
  • Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution
  • Identifying problems through the review and focus on optimizing processes
  • Collaborating with subject matter experts to refine operating processes and procedures to deliver and maintain service more efficiently
  • Ensuring problem progress through the Problem Management process in a timely and prioritized manner
  • Ensuring problem management information reflects accurate errors and is complete
  • Maintaining inventory of problems under analysis and their current progress and status
  • Analyzing and coordinate inter-organization responses and troubleshooting activities arising from critical/high incidents
  • Managing and maintaining information stored in the problem database
  • Owning monitoring and incident/problem reporting for status reports to management
  • Overseeing scheduling root cause analysis meetings and lead all RCA calls

Position Requirements
  • Bachelor's degree in Computer Science, IT, MIS, or related field; or equivalent work experience.
  • 3-5 years of relevant experience.
  • 5+ years of technical operations/support experience with proven knowledge of and experience working with ITIL or ITOM frameworks.
  • 3+ years of experience with event monitoring and/or incident/problem management, including setting-up monitoring thresholds and views.
  • 5+ years of broad technical experience with proven expertise in a majority of the following areas: servers, networks, hardware, operating systems (Windows, Linux, Kubernetes), virtualization software, middleware and related base build infrastructure and software.
  • Experience and subject matter expertise in the web, distributed computing or cloud environment, as well as mainframe experience is a plus

Preferred Qualifications
  • Excellent problem detection and determination skills in multiple functional infrastructure/application areas
  • Proven organizational skills to successfully lead and influence cross-functional teams without a direct line of authority
  • Proven ability to identify opportunities for improvement to configurations, procedures, and process, enabling greater availability & capability
  • Strong written and verbal communication skills with experience creating, championing, and maintaining processes, procedures and policies
  • Experience working in the financial services industry or other similar, highly regulated environment
  • ITIL Foundations certification is a plus
  • Experience working in the ServiceNow Platform

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