ITSM Specialist - Problem Manager - Octopus

Who we are

Robusta Technology Group (RTG) is a key driver of digital transformation by providing a holistic tech ecosystem. RTG works with its local and international partners to help build digital customer experiences, establish engineering hubs and build ventures across multiple industries and domains. In this pursuit, RTG serves as a catalyst for impact and growth through events, spaces and content focused on creating impact and growth across the different interactions.

Octopus is proud to be part of the Robusta Technology Group (RTG), a leading tech consultancy group. With a decade of experience and a successful track record of delivering over 300 projects across Europe, the Middle East, and North America, RTG has established itself as a preferred employer in the Egyptian market. Octopus and Robusta are building a bridge between Europe and Africa, creating tailored hub solutions to connect companies with top talent across the globe.

Octopus by RTG is hiring for a reputable insurance company with headquarters in Riyadh a skilled Problem Manager to join the team.

Position Summary: The Problem Manager oversees the Problem Management process to proactively prevent incidents and minimize the impact of unavoidable incidents. This role involves identifying and analyzing root causes, implementing permanent solutions, and ensuring ongoing improvement of IT services. The Problem Manager collaborates with Incident Management, Change Management, and other IT service processes to enhance the stability and performance of IT services.

Key Responsibilities:

1. Problem Identification and Root Cause Analysis:

• Proactively identify problems by analyzing incident trends and patterns, and collaborate with the Incident Management team.
• Lead and facilitate root cause analysis (RCA) to determine underlying causes of incidents and problems.
• Document and communicate RCA results, including recommended corrective actions and preventive measures.

• Develop and implement action plans to address problems, including system changes, process improvements, and documentation updates.
• Work with the Change Management team to ensure that changes addressing root causes are implemented effectively.
• Monitor the effectiveness of solutions to confirm that the root cause has been resolved and recurrence is prevented.

• Conduct major problem reviews and post-incident reviews, involving all relevant stakeholders.
• Document lessons learned and use this information to enhance the Problem Management process and improve IT services.

• Develop and maintain metrics and KPIs for problem management, including resolution times, recurrence rates, and service impact.
• Produce regular reports on problem management activities, trends, and outcomes for IT leadership and stakeholders.
• Utilize data and analytics to identify improvement opportunities and drive continuous service improvements.

• Collaborate with Incident Management, Change Management, and Configuration Management to ensure a coordinated approach to problem resolution.
• Work with IT teams across development, operations, and support to implement preventive measures and service improvements.

• Develop and maintain a knowledge base of known errors, workarounds, and solutions, ensuring accessibility for IT support teams.
• Promote the use of the knowledge base to enhance incident resolution times and prevent recurring issues.

• Identify and implement opportunities for improving the Problem Management process, including automation and process refinement.
• Lead initiatives to enhance overall IT service stability and performance based on problem management insights.

• Communicate effectively with IT leadership, business units, and external partners about problem management activities and outcomes.
• Act as the primary contact for problem management-related inquiries and issues.

• Education:
• Bachelor’s degree in Information Technology, Computer Science, or a related field; advanced degrees or specialized certifications are a plus.
• Experience:
• 5-7 years of experience in IT Service Management, with 2-3 years specifically in a Problem Management role.
• Demonstrated experience in root cause analysis and implementing long-term solutions in a complex IT environment.
• Certifications:
• ITIL Foundation Certification required; ITIL Intermediate or Expert Level Certification preferred.
• Technical Skills:
• Strong understanding of ITIL processes, particularly Problem Management.
• Familiarity with ITSM tools and knowledge of IT infrastructure, applications, and service delivery models.
• Soft Skills:
• Excellent communication and interpersonal skills for managing diverse stakeholder relationships.
• Strong analytical and problem-solving skills, with the ability to identify and address root causes.
• Effective organizational and project management skills for handling multiple problems simultaneously.
• Other Requirements:
• Ability to work under pressure and in a fast-paced environment, managing high-impact problems.
• Flexibility to work outside standard business hours, including evenings and weekends, as needed for problem resolution activities.

Working Conditions:

• Occasional work outside regular business hours may be required, particularly during major problem investigations.
• Ability to adapt to a dynamic environment with shifting priorities and tight deadlines is essential.

• Competitive salaries paid in USD.
• Working with Tech gurus.
• Working from an outstanding work office space in New Cairo.
• Opportunities for professional development and career growth.
• Dynamic and collaborative work environment.