Problem Manager

The Problem Manager governs the end-to-end Problem Management lifecycle to reduce recurring incidents, identify root causes, and drive sustainable corrective & preventive actions (CAPA). As the single point of contact for all Problems, the role coordinates cross-team activities, ensures production-validated fixes, and supports continuous improvement and overall service stability.

Tasks & Responsibilities

Problem Governance

• Own and improve the ITIL-aligned Problem Management process.
• Review and triage Problems for completeness, priority, and incident linkage.
• Maintain the Problem backlog, identify tasks/owners, and track progress.

Root Cause Analysis (RCA)

• Lead RCA sessions using structured methods (5 Whys, Fishbone, Fault Tree).
• Validate RCA results and document evidence-based root causes and known errors.

CAPA Coordination

• Develop, track, an...