Problem Manager

Job Description

Position Description:

Job Summary: We are seeking an experienced ITIL Change Manager to oversee and manage the change management process within our IT infrastructure. The ideal candidate will have a deep understanding of ITIL principles and extensive experience in managing complex IT changes to ensure minimal disruption to services.
Key Responsibilities:
• Change Management Process: Oversee the end-to-end change management process, including the submission, evaluation, approval, implementation, and review of changes.
• Risk Assessment: Conduct thorough risk assessments for proposed changes to identify potential impacts and develop mitigation strategies.
• Change Advisory Board (CAB): Lead and coordinate CAB meetings, ensuring all changes are reviewed and approved by relevant stakeholders.
• Documentation: Maintain detailed records of all change requests, approvals, and implementations to ensure compliance and provide an audit trail.
• Communication: Ensure effective communication with all stakeholders regarding the status and impact of changes.
• Continuous Improvement: Identify opportunities for process improvements and implement best practices to enhance the efficiency and effectiveness of the change management process.
• Training and Support: Provide training and support to team members and stakeholders on change management processes and tools.
Qualifications:
• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 5 years of experience in IT change management, with at least 2 years in a leadership role.
• Certifications: ITIL v3 or ITIL 4 Foundation certification is required; advanced ITIL certifications are a plus.
• Skills: Strong analytical and problem-solving skills, excellent communication and interpersonal skills, and the ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications:
• Experience with IT Service Management (ITSM) tools such as ServiceNow, BMC Remedy, or similar.
• Knowledge of other ITIL processes such as Incident Management, Problem Management, and Configuration Management.
• Proven track record of successfully managing large-scale IT changes in a complex environment.

Skills:

• Compliance Management
• English
• Incident Management
• Problem Management

What you can expect from us:

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