Problem Manager, Tieto Indtech (m/f/d) at Tietoevry · Ostrava

Job Description

Problem Manager job opportunity

Drive Stability. Eliminate Recurring Issues. Improve IT Services.

Are you passionate about solving problems at their root cause rather than repeatedly treating symptoms?

We are looking for a proactive and analytical Problem Manager to join our team and take ownership of the Problem Management process across complex enterprise environments. In this role, you will play a key part in improving service stability, reducing recurring incidents, and driving continuous service improvement through effective collaboration with technical teams, service owners.

This is a unique opportunity for someone who enjoys facilitating change, influencing stakeholders, and enabling technical teams to resolve systemic issues that impact business operations.

What You'll Do

As a Problem Manager, you will:

• Own and manage the end-to-end Problem Management lifecycle.
• Drive root cause analysis and ensure permanent solutions are identified and implemented.
• Maintain a healthy Problem backlog and ensure timely progression of all Problem records.
• Collaborate closely with Incident Management, Service Desk, Change Management, and technical teams.
• Maintain and improve the Known Error Database (KEDB).
• Define, monitor, and report on Problem Management KPIs.
• Identify trends, recurring incidents, and improvement opportunities.
• Support planning activities by highlighting service and system improvements that reduce future incidents.
• Lead stakeholder communication regarding critical problems and resolution plans.
• Drive process improvements, standardization, and automation initiatives.
• Act as an escalation point for complex or high-impact problems.
• Promote ITIL best practices and foster a culture focused on continuous improvement.

What We're Looking For

Required Qualifications

• Proven experience in Problem Management, Major Incident Management, Service Management, or a similar ITIL-based role.
• Strong understanding of ITIL principles and service management practices.
• Excellent analytical, troubleshooting, and critical-thinking skills.
• Strong communication and stakeholder management capabilities.
• Experience working with ITSM platforms such as ServiceNow or Jira Service Management.
• Fluent English communication skills.
• ITIL Foundation certification or higher.
• Ability to work independently and drive initiatives to completion.
• Experience working in large enterprise or complex IT environments.

Preferred Qualifications

• Knowledge of SAFe and Agile ways of working.
• Norwegian language skills.
• Experience with reporting and data analysis tools.
• Understanding of infrastructure, network, cloud, and application environments.
• ISO 9001 certification or familiarity with quality management frameworks.

What Success Looks Like

In this role, you will:

• Reduce the volume of recurring incidents.
• Improve service stability and customer satisfaction.
• Ensure Problem Management KPIs are consistently achieved.
• Strengthen collaboration across operational and technical teams.
• Drive sustainable improvements rather than temporary fixes.
• Increase organizational maturity in Problem Management practices.

Why Join Us?

• Work in a large-scale enterprise environment with diverse technologies and services.
• Influence service quality and operational excellence across the organization.
• Collaborate with experienced service management and technical professionals.
• Drive meaningful improvements that create measurable business value.
• Grow your expertise in ITIL, Service Management, and continuous improvement.

Ready to Make an Impact?

If you are passionate about problem solving, service improvement, and creating long-term stability for customers and services, we would love to hear from you.

Apply today and help us turn recurring issues into lasting solutions.

Additional Information

At Tieto, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity.

Diversity, equity and inclusion | Sustainability | Tieto

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