Position summary:

The IT Service Management (ITSM) Problem Management Lead is responsible for defining strategy and governing and executing the end-to-end Problem Management process. This includes identifying, analyzing, and resolving underlying issues that contribute to recurring incidents.

This role promotes a proactive, data-driven approach to service stability, with emphasis on root cause analysis, known error management, and prevention of future incidents. It is critical to improving IT service quality, reducing incident volume, and advancing ITSM maturity. The Problem Management Lead supports compliance with established policies and SOPs while driving continuous improvement, stakeholder alignment, and operational excellence

What will you do: