Own and improve the ITIL-aligned Problem Management process.
Review and triage Problems for completeness, priority, and incident linkage.
Maintain the Problem backlog, identify tasks/owners, and track progress.
Lead RCA sessions using structured methods (5 Whys, Fishbone, Fault Tree).
Validate RCA results and document evidence-based root causes and known errors.
Develop, track, and follow up on CAPA plans with clear owners and due dates.
Coordinate with Support, Application, Infrastructure, Developers, and Service Providers.
Ensure fixes are implemented, tested in UAT, and prepared for Production deployment.
Provide regular updates to stakeholders and management.
Prepare dashboards/reports on trends and improvement opportunities.

Requirements

Knowledge of ITIL Problem Management (ITIL Foundation preferred)
Experience in IT/Application Support or Service Operations
Understanding of RCA techniques and analytical problem-solving
Experience with ITSM tools (ServiceNow, BMC Helix, etc.)
Understanding across applications, databases, infrastructure, integrations
Comfortable reviewing logs (Grafana), dashboards, and basic data analysis.

Benefits

13 monthly salaries per year
Meal Vouchers
Gym Reimbursement
Medical Subscription
Health Insurance
25 days of holidays + 1 extra day off for your birthday
Additional holidays for your loyalty
Remote work activity in Romania.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ITIL Problem ManagementRCA techniquesanalytical problem-solvingdata analysisUAT testingCAPA plansincident linkageproblem triagedashboard preparationtrend analysis

Soft Skills

leadershipcommunicationcoordinationstakeholder managementorganizational skills

Certifications

ITIL Foundation