Problem Manager (ITIL)

Main mission

Addresses the root causes of recurring incidents.

5 key responsibilities

• Identify the problems behind recurring incidents.
• Conduct root cause analyses.
• Lead eradication action plans.
• Manage known errors and their workarounds.
• Measure the decrease in incident recurrence.

Key skills

Root cause analysis, ITIL, persistence, cross-functional coordination.

What's expected

Incidents that do not recur: problem management transforms repetition into learning.

Career paths

Service Quality Manager, Senior Incident Manager, Production Manager.