Problem Manager

Description

Job Summary: We are seeking a Problem Manager to manage the problem lifecycle, identify root causes, and coordinate permanent solutions. Key Highlights: 1. Manages the full IT problem lifecycle. 2. Leads root cause investigations using advanced methodologies. 3. Promotes continuous improvement in processes and tools. Join Stefanini! At Stefanini, we are more than 30\.000 brilliant minds, connected from 41 countries, doing what they love and co\-creating a better future. You definitely don’t want to miss out! Problem Manager! Why will we choose you? Because the challenges you’ll take on reflect your ambitions! **Responsibilities and Authorities** **Manage the Problem Lifecycle** * Register, categorize, prioritize, and keep problem tickets up to date. * Determine associated impact, urgency, criticality, and risk level. * Ensure each problem has an assigned owner, deadlines, and a work plan. **Identify Problems from Incidents** * Analyze recurring incidents, trends, alerts, outages, and degradations. * Identify related incidents that may share a common root cause. * Promote problem creation when recurrences or relevant risks are detected. **Manage Root Cause Investigations** * Coordinate analysis sessions with technical teams, vendors, and service owners. * Apply or facilitate methodologies such as: * Five Whys. * Ishikawa Diagram. * Pareto Analysis. * Incident Timeline. * Failure and Dependency Analysis. * Validate that the proposed root cause is supported by technical evidence. **Manage Problems Derived from Critical Incidents** * Lead post-incident meetings for major incidents. * Draft or coordinate the post-incident analysis report. * Document causes, impacts, timelines, decisions, improvement opportunities, and preventive actions. * Verify that agreed-upon actions have assigned owners and committed deadlines. **Manage Known Errors and Workarounds** * Document known errors in the ITSM tool. * Keep workarounds or temporary solutions up to date. * Coordinate publication of useful information for the Service Desk and support teams. * Ensure generated knowledge is reusable for future incidents. **Coordinate Permanent Solutions** * Collaborate with Infrastructure, Applications, Security, Networks, vendors, and other resolution teams. * Verify that permanent solutions are managed through the Change process where applicable. * Track testing, implementation, validation, and post-change results. * Confirm recurrence has been controlled before closing the problem. **Perform Proactive Problem Management** * Analyze trends, volumes, recurrences, and components with the highest number of failures. * Identify technological risks before they generate incidents. * Propose improvements in capacity, monitoring, automation, technology refresh, or architecture. * Recommend initiating continuous improvement initiatives. **Manage Vendors** * Request root cause analysis from internal and external vendors. * Review and challenge reports lacking sufficient evidence or depth. * Track contractual commitments related to problems. * Escalate delays, breaches, or recurrences attributable to third parties. **Manage Metrics and Reporting** * Prepare periodic reports on open, closed, overdue, and recurring problems. * Present trends, risks, primary causes, and action plan status. * Report critical problems in operational and service committees. * Maintain traceability of decisions, commitments, and evidence. **Promote Continuous Improvement** * Identify improvement opportunities in processes, tools, and support models. * Propose actions to reduce repetitive incidents and downtime. * Track lessons learned. * Verify implemented improvements yield measurable results. **Requirements and Qualifications** * Education: Technical or University degree in Systems and/or Computer Science. * Experience: Minimum 03 years in similar roles, e.g., Help Desk Supervisor. * Proficiency with ITSM tools such as ServiceNow, Jira Service Management, Remedy, EasyVista, or similar. * Knowledge of root cause analysis methodologies. * Ability to interpret technical information, logs, metrics, and timelines. * Experience coordinating cross-functional teams and vendors. * Ability to produce executive and technical reports. * Communication, cross-functional leadership, negotiation, analytical thinking, and escalation capability. Are you looking for a place where your ideas shine? With over 38 years of experience and a global presence, at Stefanini we transform tomorrow—together. Here, every action matters and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you’re a disruptive individual, committed to continuous learning, and innovation is in your DNA, then we’re exactly what you’re looking for. Come and build a better future—together!