Responsibilities

• Establish and maintain the problem management framework, including RACI, investigation methods, and team training.
• Lead root‑cause investigations for P1/P2 major incidents and ensure consistent problem resolution.
• Manage the full lifecycle of problem records and enforce adherence to ITIL processes.
• Prepare post‑incident reports and regular KPI updates for management.
• Facilitate problem management meetings and collaborate closely with technical teams.
• Identify operational issues, trends, and service improvement opportunities.
• Maintain and update problem records, Known Error Database (KEDB), and CMDB‑related actions.
• Act as Incident Manager during critical situations when required.

Requirements:

• Minimum 6 years of working experience in Incident and/or Problem Management.