MS National - ITSM - Problem Manager - Operate

Problem Manager – Job Description 

Role Summary 

Responsible for identifying, analyzing, and eliminating the root causes of recurring SAP incidents, reducing business disruption through effective Problem Management, RCA, and continuous service improvement. The role of a Problem Manager is to prevent and minimize the impact of recurring incidents and problems on an organization's IT systems. The Problem Manager is responsible for identifying the root cause of problems, implementing fixes and workarounds, and developing long-term solutions to prevent the problems from recurring. 

Key Responsibilities 

Problem Management  

• Own and manage the end-to-end Problem Management lifecycle.  

• Identify and prioritize recurring and high-impact incidents for problem investigation. 

• Ensure adherence to ITIL Problem Management best practices and SLAs. 

• Classify problems as reactive or proactive and manage them accordingly. 

• Maintain a prioritized problem backlog aligned to business impact and risk. 

Root Cause Analysis (RCA) 

• Lead and facilitate RCA sessions for recurring or major SAP incidents. 

• Use structured RCA techniques (5 Whys, Fishbone, Fault Tree Analysis). 

• Ensure accurate identification of technical and process root causes. 

• Validate findings with SAP Functional, Technical, BASIS, and Infrastructure teams. 

• Ensure RCAs are completed within agreed timelines and quality standards. 

Known Error & Knowledge Management 

• Create and maintain Known Error Records (KERs) and workarounds. 

• Maintain a Known Error Database (KEDB) for SAP issues. 

• Ensure knowledge articles are created and reused to reduce incident resolution time. 

• Promote shift-left and self-service through improved SAP knowledge content. 

Collaboration with Other ITSM Processes 

• Work closely with Incident, Major Incident, Change, and Release Managers. 

• Validate that corrective actions are successfully implemented and effective. 

• Support Change Advisory Board (CAB) discussions with problem insights. 

Governance, Reporting & Continuous Improvement 

• Track and report Problem Management SLA & KPIs 

• Identify trends and patterns using incident and problem data. 

• Drive proactive problem management through trend analysis. 

• Recommend process, technical, and monitoring improvements. 

Tools & Systems 

• Use ITSM tools such as ServiceNow / Remedy / Jira Service Management. 

• Maintain problem records, RCA documentation, and dashboards. 

• Support automation and analytics for trend identification. 

Required Skills & Experience 

Mandatory 

• 6–10+ years of experience in ITSM Problem Management. 

• Hands-on experience with ServiceNow or similar ITSM tools. 

• Strong analytical and root cause investigation skills. 

• Excellent stakeholder and cross-team coordination abilities. 

Preferred / Good to Have 

• ITIL v3 / ITIL 4 certification. 

• SAP technical or functional background (BASIS, ABAP, SAP Functional modules). 

• Experience with SAP on cloud platforms (AWS, Azure).