𝐒𝐞𝐧𝐢𝐨𝐫 𝐈𝐓𝐈𝐋 𝐏𝐫𝐨𝐛𝐥𝐞𝐦 𝐌𝐚𝐧𝐚𝐠𝐞𝐫 (𝐈𝐓𝐈𝐋 𝟒 𝐂𝐞𝐫𝐭𝐢𝐟𝐢𝐞𝐝)

Description de la mission

We are looking for an experienced Lead / Senior ITIL Problem Manager to join an enterprise environment and lead proactive Problem Management initiatives.

Vos missions

• -Lead the end-to-end ITIL 4 Problem Management practice
• -Conduct Root Cause Analysis (RCA) for major and recurring incidents
• -Reduce recurring incidents and improve service stability
• -Coordinate with Incident, Change, Service Desk and technical teams
• -Lead Problem Review meetings and post-incident reviews
• -Drive continual service improvement
• -Monitor KPIs and report to leadership
• -Mentor junior team members

Profil recherché

• -7+ years of experience in ITSM
• -4+ years in Problem Management
• -ITIL 4 Foundation (mandatory)
• -Strong knowledge of ITIL 4 Problem Management
• -Experience with ServiceNow, Jira Service Management or BMC Remedy
• -Expertise in RCA methodologies (5 Whys, Fishbone, Kepner-Tregoe, Pareto)
• -Excellent stakeholder management and communication skills