Softtek Bogota, D.C., Capital District, Colombia We’re looking for a Problem Manager to join our team! Requirements: Solid experience in Problem Management , IT service management (ITSM), or IT operations. Strong knowledge of: ITIL framework and best practices. Root Cause Analysis (RCA) methodologies. Incident and problem lifecycle management. Familiarity with: ITSM tools (e.g., ServiceNow, Jira, Remedy). Change management and risk assessment processes. Creating and maintaining problem management dashboards and reports. Strong analytical and communication skills to collaborate effectively with cross-functional teams. Ability to prioritize and manage multiple problems simultaneously. Desired certifications (not mandatory): ITIL Foundation (v3 or v4). Advanced English (Proficient or higher). Responsibilities: Own and manage the Problem Management process , ensuring alignment with organizational objectives. Conduct thorough Root Cause Analysis (RCA) for recurring incidents to identify and resolve underlying issues. Collaborate with incident managers, service owners, and technical teams to implement long-term solutions. Track and document all problems, resolutions, and workaround strategies in ITSM tools. Monitor and report on problem management performance metrics and trends. Ensure all problems are prioritized and addressed in accordance with their business impact. Drive continuous improvement initiatives to enhance service availability and reliability. Facilitate problem review meetings to ensure accountability and progress on corrective actions. Maintain clear and concise communication with stakeholders throughout the problem resolution lifecycle. Work Schedule : Business hours (between 6:00 am and 8:00 pm). Availability will be validated during the process. Interested or know someone who might be? Reach out to us and share your CV! We’re excited to meet you! Seniority level Director Employment type Full-time Job function IT Services and IT Consulting #J-18808-Ljbffr