Position Details

Type Not Specified

Experience mid

Exp. Years Not specified

Education Not specified

Category IT Support & Helpdesk

About this role

This role involves managing IT problem processes, analyzing incidents, and coordinating with technical teams to prevent recurrence and improve service reliability.

Key Responsibilities

Determine root cause and resolution
Conduct postmortem investigations
Analyze incident trends
Manage problem records
Facilitate problem meetings

Technical Overview

Focuses on ITIL-based problem management, incident analysis, root cause investigations, and reporting within IT support environments.

Ideal Candidate

The ideal candidate is a mid-level IT professional with proven experience in Problem Management, ITIL processes, and incident analysis. They possess strong communication skills and the ability to collaborate across technical and business teams to improve service quality.

Must-Have Skills

Proven ability working in Problem ManagementBroad IT knowledge and technical skillsExperience using an IT Service Management toolProficiency in analyzing problems using reports and statisticsExposure to ITIL Service Management processes

Nice-to-Have Skills

Experience with applicationdatabaseinfrastructure supportExperience with problem trend analysisExperience chairing Problem BoardsExperience managing Known Error records

Tools & Platforms

IT Service Management toolsReporting modulesIncident tracking tools

Required Skills

Problem ManagementRoot Cause AnalysisITILIncident ManagementKnown Error RecordsPostmortem InvestigationsTrend AnalysisService Relationships

Hard Skills

ITILIT Service ManagementProblem ManagementRoot Cause AnalysisIncident ManagementTrend AnalysisPostmortem InvestigationsService RelationshipsProblem BoardsKnown Error RecordsApplication SupportDatabase SupportInfrastructure SupportTechnical Skills

Soft Skills

CommunicationProblem-solvingAnalytical SkillsCollaborationFlexibilityStakeholder Management

Certifications

Preferred

ITIL Foundation

Industry & Role

Industry IT Services / Consulting

Job Function IT Problem Management and Incident Trend Analysis

Keywords for Your Resume

IT Problem ManagerProblem ManagementRoot Cause AnalysisIncident ManagementITILService ManagementKnown Error RecordsPostmortem InvestigationsTrend AnalysisProblem BoardsData AccuracyReportingStakeholder ManagementService RelationshipsTroubleshooting

Deal Breakers

Lack of experience in Problem Management, No exposure to ITIL or Service Management frameworks, Inability to work in a hybrid environment in Liverpool

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