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Problem Manager (IT Service Management)


Job Summary

Providing support services to customers related to an application/ set of applications covering a range of responsibilities focusing on repetitive activities, following instructions and incident resolution. Role is eligible to grow through project driven work as well as market and product expertise that needs to be built up to meet the number and variety of customer portfolios.

Job Responsibilities


  • Can speak to configuration and maintenance of company´s IT infrastructure and its application components where applicable.
  • Understands the relevant IT infrastructure technologies and services.
  • Responsible for Root Cause Analysis “RCA” for all major sev’s (including sev 4)
  • Collaborates with peers and suppliers about operational activities.
  • Acts as point of contact with other IT functions and third-party suppliers relevant to the respective role.
  • Plans and coordinates system maintenance activities.
  • Responsible for hosting Major Incident Review application calls when needed.
  • Is responsible for overseeing change management for the relevant infrastructure components.
  • Documents outages and errors and administers actions to solve problems across internal and external teams.
  • Monitors systems availability/performance and takes adequate actions for problem prevention in own area of responsibility.
  • Performs incident, problem, and escalation management for own area of responsibility.
  • Prioritizes incidents without escalation.
  • Capable of multi-tasking and running/scheduling meetings
  • Strong verbal and written communication skills
  • Customer service experience


Job Qualifications



Bachelor’s degree (or equivalent) in Information Technology and 5 or more years of experience in related field

Technical Skills:

  • Must be aware of any Incident Management tools used in industry like Remedy, Service Now(preferable), Jira.
  • Must possess Universe basic skills – be able to enquire, edit and familiar with TCL commands.
  • Must possess Microsoft SQL server 2008 and above - or any such equivalent databases like DB2, Sybase
  • Must have basic IT architecture knowledge and be familiar with SDLC cycle
  • Must have good problem-solving skills
  • Good to have ITIL skills and preferably certifications on ITIL V4 foundation.

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