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Itil Problem Manager Jobs (NOW HIRING)

Apex Systems

Senior Problem Manager

Jersey City, NJ

$40 - $63/hr

Familiarity with ITIL methodology, particularly in Incident, Problem, and Change Management * Excellent analytical, problem-solving, and communication skills to translate complex technical issues to ...

Apex Systems

Senior Problem Manager

Jersey City, NJ

$40 - $63/hr

Familiarity with ITIL methodology, particularly in Incident, Problem, and Change Management * Excellent analytical, problem-solving, and communication skills to translate complex technical issues to ...

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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

ITSM Problem Manager

Purple Drive Technologies

Stamford, CT • On-site

Full-time

Posted 2 days ago

Job description

Overview:
Role Name - ITSM Problem Manager
Location: Stamford, CT/Remote
ROLE_DESCRIPTION -
We are seeking an experienced ITSM Problem Manager with strong expertise in Problem Management and proven experience supporting compliance with the EU Digital Operational Resilience Act (DORA). This role is responsible for identifying, analyzing, and eliminating the root causes of incidents and operational disruptions, while ensuring alignment with regulatory requirements for ICT risk management, incident classification, resilience testing, and continuous service improvement.
The role works closely with Incident Management, Risk, Compliance, Information Security, Architecture, and Engineering teams to strengthen operational resilience and regulatory readiness.
Key Responsibilities
ITSM Problem Management
• Own and manage the end to end Problem Management lifecycle in line with ITIL practices.
• Identify, record, classify, prioritize, and drive resolution of recurring and systemic problems.
• Lead and facilitate Root Cause Analysis (RCA), post incident reviews, and lessons learned sessions.
• Ensure corrective and preventive actions are clearly defined, tracked, and implemented.
• Maintain problem records, known errors, and workarounds within the ITSM platform.
• Drive reduction in incident recurrence and mean time to restore service.
Digital Operational Resilience Act (DORA) Alignment
• Support organizational compliance with DORA requirements, particularly related to:
o ICT risk management
o Incident analysis and classification
o Operational resilience and service stability
• Ensure problem management processes support DORA aligned incident reporting and root cause evidence.
• Contribute to operational resilience documentation, including risk registers and control evidence.
• Partner with Risk and Compliance teams to support regulatory assessments, audits, and supervisory reviews.
• Ensure systemic ICT weaknesses identified through problems are fed into resilience improvement plans.
Incident & Resilience Collaboration
• Collaborate closely with Incident, Change, Risk, Cybersecurity, and Business Continuity teams.
• Participate in major incident reviews and ensure follow up actions are owned and completed.
• Ensure change related problems are identified and addressed to reduce operational risk.
• Support operational resilience testing outcomes by feeding findings into problem records where applicable.
Reporting & Continuous Improvement
• Produce regular reports on problem trends, root causes, and risk themes.
• Provide management and regulatory ready reporting on:
o Recurring ICT incidents
o Systemic weaknesses
o Resilience improvement progress
• Identify opportunities to improve problem management maturity and operational resilience.

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