Descripción de la oferta
Excelia is a multinational Consulting, Technology, and Professional Services firm with more than 25 years of experience. We provide services in over 50 countries across Europe, Latin America, and the United States, operating from our 9 own offices worldwide. Job Description: We are seeking a highly motivated Problem Manager to join our team. In this role, you will be responsible for root cause analysis and end-to-end problem lifecycle management, ensuring the identification and elimination of recurring issues to improve service stability. Key Responsibilities: Lead root cause analysis (RCA) activities for recurring and high-impact incidents Coordinate problem investigations across cross-functional teams Manage the problem lifecycle, from identification to resolution and closure Analyze recurring issues and identify patterns across services Maintain and prioritize the problem backlog Define and track preventive and corrective actions Ensure proper documentation and knowledge sharing Drive continuous improvement initiatives to enhance service reliability Required Skills & Qualifications: Proven experience in problem management within enterprise support environments Strong knowledge of RCA methodologies such as 5 Whys, Ishikawa, or fault-tree analysis Strong analytical and critical thinking skills Ability to identify trends and convert them into actionable improvements Experience managing the full problem lifecycle Excellent coordination and communication skills Preferred Qualifications: ITIL knowledge or certification (Problem Management) Experience in complex, distributed systems environments Strong attention to detail and process-oriented mindset If you are passionate about solving the root causes of issues and driving continuous service improvement, we would love to hear from you.
