📄A strong Problem Manager for this role is a proactive, analytical professional who excels at identifying and diagnosing complex IT problems and driving effective, long‑term solutions. They combine technical insight with the ability to coordinate stakeholders, prevent recurrence through structured problem management practices, and enhance overall service availability. With excellent communication skills can translate requirements for diverse audiences and deliver clear, well‑structured documentation under tight deadlines.︎︌︍︇︈︎︁︂ ︂︆︄︃ ︁︁︎︌ ︈︂︇︍ ︈︆︅️︊︄︈︌︊︎︂︎

Skills and Abilities:

• Excellent verbal and written communication skills in English.
• Good Word, PowerPoint and Excel skills, with a demonstrable ability to build well-presented and logical documents and presentations.
• Ability to manage multiple tasks in an accurate and timely manner, often against deadlines.
• Ability to translate and communicate business requirements, service requirements, and specifications to varying levels of audiences.
• Great interpersonal and communication skills. Ability to influence and persuade in situations without formal authority, and to assertively push back when needed.
• Understanding and solving problems: lateral thinking, focusing on questions, root-causes analysis.
• Proficient in tracking tasks, making assignments, and meeting commitment dates
• Possess skills in mediation, active listening and negotiating win-win outcomes.
• Strategic thinking - ability to understand the bigger picture to uncover potential challenges and opportunities for the long term and turning these into a compelling vision for action.
• Data Analysis- Ability to organise, interpret, structure and present data into useful information that provides context for the data.
• Understanding of ITIL process and structures.

Key Responsabilities:

• Identify and analyse problems, including the analysis and control of known errors to assess their seriousness and impact on services.
• Diagnose the underlying root cause of a problem and initiate the most appropriate and efficient problem solution.
• Coordinate the implementation of identified solutions and collaborate with relevant stakeholders during the problem-resolution process.
• Ensure appropriate actions are implemented to reduce the chances of the problem reoccurring, working in coordination with the other IT service management processes and executives responsible.
• Improve overall availability of services by proactively identifying problems, solving and/or providing suitable workarounds before incidents recur.
• Perform trend analysis and manage known errors, and constantly contribute to the service improvement process.
• Thoroughly document problems within the relevant reporting systems.
• Attend relevant reporting meetings and regularly provide reporting input.
• Align with other Problem Managers to highlight risks and issues that may impact the overall network.

What we offer:

• High-quality external and internal technical training with a dedicated training department.
• Reimburse certificates and tuition fees for qualifications that are part of your individual training and development plans.

Monthly benefits package:

Fixed benefits:

• Recommendation Bonuses for new team members;
• Private medical subscription; Work from home allowance;
• Transportation allowance;
• Easter/Christmas bonus;
• Bookster corporate library subscription;
• Career development opportunities.

Flexible benefits:

• Meal tickets;
• Vacation & cultural vouchers;
• Retail vouchers (eMAG, IKEA).

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