Job Summary:

The Problem Manager is responsible for managing the lifecycle of all problems within the IT infrastructure. The primary objectives are to prevent incidents from happening, eliminate recurring incidents, and minimize the impact of incidents that cannot be prevented.

The Problem Manager will take a proactive and analytical approach to identifying the root causes of IT service disruptions. By investigating major incidents and analyzing historical ticket trends, this role coordinates with various technical groups to find permanent structural fixes, maintain the Known Error Database (KEDB), and reduce the overall volume of incidents hitting the service desk. Responsibilities:

· Root Cause Analysis (RCA): Lead and coordinate formal RCA investigations following major incidents, pulling together cross-functional technical teams to identify the true root cause.

· Trend Analysis: Proactively analyze incident trends to identify underlying technical issues or weak points in applications and infrastructure.

· Known Error Database (KEDB) management: Maintain and govern the organization's KEDB, ensuring workarounds are documented, validated, and readily accessible to the Service Desk or other technical teams.

· Corrective Action Tracking: Own, track, and follow up on post-RCA remediation tasks assigned to technical owners to ensure permanent resolutions are implemented.

· Vendor Accountability: Partner with third-party suppliers and software vendors to track and resolve product defects or platform-level bugs.

· Risk Reporting: Regularly report on open problems, known risks, and the progress of remediation plans to IT and business leadership.

· Staying up to date on relevant technologies and business processes. Skills and Experience:

EXPERIENCE





3–5 years of IT experience in Technical Support, Engineering, Systems Analysis, or a related area.

2+ years of hands-on experience in ITIL Problem Management.

Proven experience leading Root Cause Analysis (RCA) investigations and driving corrective actions.

Experience analyzing recurring incidents and identifying opportunities to prevent future issues.

EDUCATION

High School Diploma required.

University studies in Information Systems, IT, Project Management, or a related field are a plus.

TECHNICAL COMPETENCIES

Strong knowledge of ITIL Problem Management and its relationship with Incident, Change, and Configuration Management.

Experience with RCA methodologies such as Kepner-Tregoe, Ishikawa/Fishbone, or 5 Whys.

Experience using Power BI, Excel, or ITSM analytics tools to identify trends and patterns in incident data.

Strong technical understanding of infrastructure, applications, and IT operations.

PERSONAL COMPETENCIES

Strong analytical and diagnostic mindset, with a natural ability to investigate complex technical issues and identify root causes.

Ability to challenge assumptions and work effectively with engineers, technical teams, and other subject matter experts.

Strong technical writing skills, with the ability to document RCA findings, Known Errors, and corrective actions clearly.

Strong ownership of problems from investigation through resolution and prevention.

Organized and able to manage multiple investigations while maintaining focus on priorities and deadlines.

Curious, proactive, and comfortable learning new technologies and processes.

LANGUAGE SKILLS

English: B2+ or higher, with strong verbal and written communication skills.

Spanish: Fluent, both written and spoken.

LANGUAGE SKILLS:

· English – Spanish Language (Oral and writing 85 % or higher), (B2+ or above).

📌 IT Problem Manager (Bogotá)
🏢 Auxis
📍 Bogotá