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 incidentsCoordinate problem investigations across cross-functional teamsManage the problem lifecycle, from identification to resolution and closureAnalyze recurring issues and identify patterns across servicesMaintain and prioritize the problem backlogDefine and track preventive and corrective actionsEnsure proper documentation and knowledge sharingDrive continuous improvement initiatives to enhance service reliabilityRequired Skills & Qualifications:Proven experience in problem management within enterprise support environmentsStrong knowledge of RCA methodologies such as 5 Whys, Ishikawa, or fault-tree analysisStrong analytical and critical thinking skillsAbility to identify trends and convert them into actionable improvementsExperience managing the full problem lifecycleExcellent coordination and communication skillsPreferred Qualifications:ITIL knowledge or certification (Problem Management)Experience in complex, distributed systems environmentsStrong attention to detail and process-oriented mindsetIf you are passionate about solving the root causes of issues and driving continuous service improvement, we would love to hear from you.
