Manager - Problem Management (CORS 225)

Qiddiya Investment Company is a trailblazer in the entertainment and tourism sector in Saudi Arabia, and we are seeking a proactive and analytical Manager - Problem Management to enhance our IT service quality. In this role, you will be responsible for leading the problem management processes, aimed at reducing the frequency and impact of incidents caused by underlying problems.

Your expertise will contribute to the discovery, analysis, and resolution of root causes and will improve overall service delivery within the organization, promoting a culture of continuous improvement.

Responsibilities

• Develop and implement a concise problem management framework aligned with industry best practices and organizational goals.
• Analyze incident data to identify trends and recurring issues, facilitating proactive problem identification.
• Lead root cause analysis (RCA) sessions and collaborate with cross-functional teams to identify and resolve underlying problems.
• Facilitate the establishment of workarounds and permanent solutions for high-impact problems.
• Maintain a problem management database, ensuring that all problem records are accurately logged, updated, and tracked.
• Monitor and report on problem management effectiveness, including problem trends, resolution times, and follow-up actions.
• Coordinate with IT service owners to ensure that lessons learned from problem management activities are translated into preventive measures and service improvements.
• Advise and guide IT staff on best practices for problem management and incident resolution.
• Engage with stakeholders to communicate problem status, resolutions, and prevention strategies effectively.
• Ensure compliance with SLAs and KPIs related to problem management.
• Continuously review and improve problem management processes in line with evolving organizational needs.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 7+ years of experience in IT service management in SAP and Non-SAP Applications, with a strong focus on problem management.
• ITIL certification is preferred, particularly in Problem Management.
• Experience in managing large Engagements, team and Portfolio.