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.
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