Problem Management Process Owner

Operational Execution (Capacity & Availability Coordination - Support Role):

• Coordinate inputs from internal teams and external vendors regarding system performance, load trends, and availability constraints.
• Provide consolidated feedback into planning cycles and risk assessments.
• Support reporting on utilization, uptime and availability targets.
• Facilitate communication between infrastructure/application teams and service stakeholders.

Process Ownership (Strategic Responsibilities):

• Define, document, and continuously improve the Problem Management process in alignment with ITIL best practices, considering the evolving multi-vendor landscape.
• Ensure the process supports efficient collaboration and information flow between internal teams and external service providers.
• Establish governance, standards, and KPIs for effective cross-vendor problem resolution and long-term improvements.
• Provide training and guidance to stakeholders on process adoption and compliance.

Operational Execution (Problem Manager Responsibilities):

• Lead the identification, analysis, and resolution of recurring or major IT problems impacting services.
• Work across internal and external support teams to perform thorough root cause analyses (RCAs) and implement permanent corrective actions.
• Maintain the Known Error Database (KEDB), known error records, and problem records in the ITSM tool (e.g., ServiceNow).
• Facilitate Post-Incident Reviews (PIRs) and Problem Review Boards, especially for high-impact or cross-vendor incidents.
• Drive collaboration across providers to ensure effective escalation paths, ownership, and accountability.

• Bachelor’s degree in IT, Computer Science, or a related field.
• 8-10 years of experience in IT Service Management, with a focus on Problem, Incident, Change, Capacity, or Availability Management.
• Solid working knowledge of the ITIL framework, especially related to service stability and improvement, in multivendor environment (SIAM), confirmed by ITIL v3/v4 Intermediate or Advanced certification.
• Hands-on experience with ServiceNow as the ITSM platform of record. Knowledge about managing problem workflows and reporting.
• Strong analytical and troubleshooting skills, with expertise in root cause analysis techniques.
• Strong communication and analytical skills, ability to work independently and drive end-to-end initiatives.
• Excellent stakeholder management abilities and strong facilitation skills.
• Experience in facilitating technical discussions, coordinating multiple stakeholders and driving problem-solving initiatives.
• Solid communication skills, capable of aligning diverse teams and clearly articulating problems and solutions.
• Balance a strategic process thinking with operational follow-through.

Nice to have:

• Background in Capacity Planning, Monitoring Tools or Availability Dashboards.
• Familiarity with SIAM environments or vendor coordination models.
• Knowledge of infrastructure architecture, system dependencies and CMDB principles.

• Attractive working conditions and social benefits: work in a big, international high-tech company, induction by a team of experienced professionals, sports cards (MultiSport & CityFit), MyBenefit platform, private medical care, life insurance, co-financing of glasses.
• Talent and development programs aimed at developing technical and soft skills: transparent career paths, training programs, access to training platforms, training budget, foreign languages classes.
• Open door culture - work in international environment, friendly working atmosphere: flexible working hours, possibility of remote work, tk Volunteer team, Sports Team, sports activities funded by company, relocation package (loaction: Gdańsk).