ITSM Problem Manager

Job Title: ITSM Problem Manager

Role: ITSM – Problem Manager

Work Model: Hybrid – 3 Days per Week Onsite

Position Title: Problem Manager

Location: Canada

Position Overview

We are seeking an experienced and analytical ITSM Problem Manager to lead the organization's Problem Management practice and drive the proactive identification, investigation, and resolution of recurring IT issues. This role is responsible for minimizing the impact of incidents on business operations by identifying root causes, implementing permanent corrective actions, and preventing future service disruptions.

Key Responsibilities

Problem Management Governance

• Own and govern the end-to-end Problem Management process in accordance with ITIL best practices.
  
• Ensure effective identification, logging, categorization, prioritization, and management of problems.
  
• Drive proactive and reactive Problem Management activities across the IT organization.
  
• Establish and maintain Problem Management policies, procedures, standards, and controls.
  
• Ensure compliance with organizational, regulatory, and audit requirements.
  

Problem Investigation and Root Cause Analysis

• Lead investigations into recurring incidents, major incidents, and service degradations.
  
• Facilitate Root Cause Analysis (RCA) activities using methodologies such as:
  • 5 Whys
    
  • Fishbone Analysis
    
  • Kepner-Tregoe
    
  • Fault Tree Analysis
    
• Coordinate cross-functional teams to identify underlying causes of service disruptions.
  
• Validate corrective and preventive actions to eliminate recurring issues.
  
• Maintain documentation of problem records, known errors, and root cause findings.
  

Change Advisory Board (CAB) Management

• Organize, facilitate, and lead Change Advisory Board (CAB) meetings.
  
• Coordinate with stakeholders, technical teams, business units, and leadership to review and approve change activities.
  
• Ensure appropriate representation and participation in CAB discussions.
  
• Document CAB decisions, actions, approvals, and exceptions.
  

Major Incident Support

• Collaborate closely with Major Incident Management teams during and after critical incidents.
  
• Ensure problem records are created and tracked for major incidents requiring detailed investigation.
  
• Lead post-incident reviews and identify opportunities for service improvement.
  
• Track and manage actions resulting from post-incident investigations.
  

Known Error Database (KEDB) Management

• Maintain and manage the Known Error Database (KEDB).
  
• Ensure known errors and workarounds are documented and communicated effectively.
  
• Collaborate with support teams to reduce incident resolution times through effective knowledge sharing.
  
• Promote reuse of solutions and best practices across IT support groups.
  

Incident Coordination and Management

• Lead and drive major incident calls to ensure effective incident resolution.
  
• Coordinate with technical teams, stakeholders, and management to prioritize and resolve incidents swiftly.
  
• Ensure that all necessary resources are engaged and focused on resolving incidents.
  

Scribe Duties

• Act as the scribe during major incident calls, accurately documenting all discussions, decisions, and actions taken.
  
• Maintain a detailed and organized incident log throughout the lifecycle of the incident.
  
• Provide timely updates to the incident log and ensure it is accessible to relevant parties.
  

Communication Management

• Develop and disseminate clear and concise communications to stakeholders regarding the status and resolution of major incidents.
  
• Ensure all communications are timely and tailored to the needs of different audiences, including:
  • Executives
    
  • Technical teams
    
  • Business units
    
• Manage and update communication templates and protocols to ensure consistency and clarity.
  

Coordination with Change Management

• Work closely with Change Management teams to ensure corrective actions are implemented through controlled changes.
  
• Assess risks associated with proposed permanent fixes and preventive actions.
  
• Monitor change outcomes to validate problem resolution effectiveness.
  
• Ensure lessons learned are incorporated into future operational processes.
  

Continuous Improvement

• Identify opportunities to improve the major incident management process and implement best practices.
  
• Stay updated on industry trends and advancements in incident management methodologies.
  

Qualifications

• Minimum 10 years of experience in Major Incident Management role.
  
• Strong understanding of ITIL processes and best practices for incident management.
  
• Excellent communication and interpersonal skills, with the ability to convey complex information clearly.
  
• Proven ability to work effectively under pressure and manage multiple priorities.
  
• Exceptional attention to detail and organizational skills.
  
• Certification in ITIL or other relevant IT Service Management frameworks is a plus.