Job Description

About the Role

As a Problem Manager, you will lead problem management in a global environment, identify the root causes of critical and recurring incidents, and ensure the implementation of permanent solutions to prevent future issues. This role includes continuously improving the problem management process and working closely with technical and business teams to drive service quality and operational stability.

Key Responsibilities

• Identify, analyse, and manage problems arising from critical and recurring incidents
• Conduct or oversee root cause analysis (RCA) investigations using structured methods such as the 5 Whys, Ishikawa, or Pareto analysis
• Maintain and update the Known Error Database (KEDB) and coordinate its use by technical teams
• Liaise with Incident Managers to transition major incidents into formal problem investigations
• Conduct post-incident analysis meetings to capture lessons learned and prevent recurrence
• Ensure permanent solution implementation in coordination with technical teams and third-party providers
• Coordinate with 24x7 support teams to minimise the business impact of ongoing problems
• Propose and implement problem management process improvements and service quality enhancements
• Identify incident trends and patterns to proactively prevent future problems
• Carry out problem management activities in accordance with signed-off Service Level Agreements (SLAs)
• Monitor problem resolution times and hold teams accountable to agreed timelines
• Prepare and present reports on problem management metrics, including resolution time and impact reduction

Qualifications & Experience

• Bachelor’s degree in Computer Science or a related technical field
• Minimum 3 years of experience in problem management within complex, global IT environments
• ITIL v4 certification; additional certifications in problem management or quality (e.g., ISO 20000, Lean Six Sigma) are a plus
• Advanced knowledge of root cause analysis methodologies and structured problem-solving techniques
• Proficiency in managing problems spanning infrastructure, applications, and networks
• Knowledge of IT architectures including servers, networks, databases, and applications
• Experience collaborating with Change Management teams to implement corrective solutions
• Familiarity with Jira ITSM or similar service management tooling
• Excellent written and verbal communication skills in English
• Willingness to work shifting schedules and 100% on-site

What We Offer

• Competitive compensation package.
• Flexible and remote-friendly work environment.
• Professional growth and development opportunities.
• Exposure to international projects and teams.
• Collaborative and inclusive company culture.
• Opportunity to work with modern technologies and innovative solutions.

Equal Opportunity Employer

Kairostek is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from qualified candidates regardless of race, ethnicity, gender, age, disability, religion, sexual orientation, or background.

How to Apply

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