CSI & Problem Management Specialist

Oversee the development, implementation, and modification of software or hardware solutions during project delivery, including within Agile frameworks. Coordinate the investigation of technical defects, engaging relevant technical teams to identify root causes and ensure permanent resolutions and temporary workarounds. Lead and motivate cross-functional technical teams to complete outstanding actions within agreed timelines and quality standards. Provide consistent communication regarding project status, investigation outcomes, and recommended actions. Initiate and lead software, hardware, and incident-reduction projects through detailed incident trend analysis, alert consolidation, and close collaboration with technical teams. Proficient in using BMC Remedy or similar ITSM/ticketing tools to manage problems, incidents, and defects. Experienced in managing problem tickets, technical projects, software defects, and IT system issues across software, infrastructure, and networking. Skilled in coordinating and facilitating sessions with technical teams to identify, document, and resolve problems using structured methodologies. Proactive in defining improvements through root-cause analysis techniques such as 5 WHYs or Fishbone. Experienced in operational escalation handling and supporting the implementation of system and application improvements. Equipped with strong communication and stakeholder management skills, and fluent in English. Knowledgeable in ITIL Foundation principles, infrastructure services, networks, software, and hardware. Experienced in Project, Problem, Incident, or Change Management environments. Not a perfect fit? If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.