Problem Manager

Title

We looking for a Problem Manager who will aim to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors. The Problem Manager ensures systematic root cause analysis, drives permanent resolution, and continuously improves the organization’s stability and resilience.Identify and log problems based on recurring incidents and trends.

Key responsibilities

• Perform or coordinate root cause analysis (RCA) activities.

• Maintain the Known Error Database (KEDB) and ensure effective use of workarounds.

• Collaborate with technical teams to determine permanent fixes for problems.

• Facilitate Post-Incident Reviews (PIRs) and ensure follow-up actions are tracked.

• Monitor and report on problem trends to drive continuous improvement.

• Interface with Incident Management, Change Enablement, and Knowledge Management.

• Continues Improvement.

Core responsibilities:

1. Problem Identification and Logging

• Analyze incident trends, recurring issues, and major incidents to identify potential problems.

• Log and categorize problem records accurately in the ITSM system.

2. Root Cause Analysis (RCA)

• Lead or facilitate RCA sessions using techniques such as:

  • 5 Whys

  • Fishbone (Ishikawa) diagrams

  • Fault Tree Analysis

  • Document root causes, contributing factors, and corrective actions.

3. Workaround Management

• Define and document workarounds for problems where permanent fixes are not yet available.

• Ensure workarounds are communicated to the Service Desk and documented in the Knowledge Base.

4. Known Error Management

• Maintain the Known Error Database (KEDB).

• Ensure known errors are accessible to help reduce resolution times for related incidents.

5. Problem Resolution & Coordination

• Work with technical and vendor teams to implement permanent resolutions.

• Coordinate Change Requests (RFCs) needed to resolve problems.

6. Post-Incident Review (PIR) Facilitation

• Organize and lead PIRs for major or high-impact incidents.

• Ensure follow-up actions are logged, owned, and completed.

7. Trend Analysis & Reporting

• Analyze problem and incident data for trends or weak points in infrastructure or applications.

• Produce regular reports on:

  • Problem volumes

  • Root cause categories

  • Resolution timelines

  • Recurring incidents

8. Continuous Improvement

• Identify and recommend areas for service improvement based on problem data.

• Participate in CSI (Continual Service Improvement) initiatives.

9. Collaboration & Communication

• Liaise with Incident Management, Change Enablement, and Service Owners.

• Act as a subject matter expert (SME) for systemic service issues.

10. Governance & Compliance

• Ensure that problem management activities follow internal policies and ITIL best practices.

• Prepare for audits and ensure records are maintained appropriately.

QUALIFICATION, EXPERIENCE AND SKILLS;

Educational qualifications:

• Senior Certificate with matric exemption (essential)

• Degree / Diploma in Information Technology, or a related field (beneficial).

Professional qualifications:

• Experience with ITIL framework and Problem Management practices.

• Familiarity with ITSM tools (e.g., ServiceNow, Remedy, Cherwell).

• ITIL 4 Foundation (minimum); Intermediate certifications preferred.

• Proficiency in root cause analysis techniques (e.g., 5 Whys, Fishbone diagrams).

Years experience

• 5-10 years of experience in the ITSM / ITIL environment.

• Experience in Project Administration.

• Experience in Incident Management and Change Management.

Other requirements:

• Knowledge of incident lifecycle and service operations.

• Excellent communication and stakeholder management abilities.

• Strong analytical and problem-solving skills.

Behavioral competencies:

The incumbent is required to have demonstrated the following competencies:

• Personal Attributes:

• Detail-oriented and highly organized

• Proactive and able to work under pressure

• Adaptable to changing environments and able to handle unexpected disruptions

• Ability to deal with ambiguity and tight deadlines

• Ability to work independently with little supervision at times

• Ability to adapt to working in an environment that changes often

• Ability to manage and coordinate a team

Education

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