Problem Manager

Náplň práce, právomoci a zodpovednosti:
We are seeking an experienced Problem Manager to take ownership of the Problem Management process within our IT organization. The role focuses on identifying root causes of incidents, preventing recurrence, and driving long-term service stability. The ideal candidate will work closely with operational teams and stakeholders to ensure effective problem resolution and continuous improvement of IT services.

Own and manage the end-to-end Problem Management process.
Ensure identification, logging, categorization, prioritization, and resolution of problems.
Lead root cause analysis (RCA) and ensure corrective and preventive actions are defined and implemented.
Drive reduction of recurring incidents and improve overall service stability.
Monitor problem records and ensure timely resolution in line with agreed SLAs.
Collaborate with Incident, Change, and other ITIL processes to ensure alignment and efficiency.
Facilitate problem review meetings and track progress of known errors and workarounds.
Maintain and manage the Known Error Database
Identify trends and patterns across incidents and problems and initiate proactive improvements.
Ensure proper documentation and knowledge sharing across teams.
Support continuous improvement initiatives and promote best practices across IT operations

Zamestnanecké výhody, benefity:
Friendly working atmosphere and a stable background of one of the largest IT companies in the world
Support of your professional growth
Certified learning programs
Profit Participation Plan - participation in the company’s profit
Share purchase Plan – the possibility of purchasing employee shares
25 days of leave for regeneration for everyone
3 sick-days for recovery
30 days of fully paid sick leave
Benefit Plus Program for leisure activities
Referral bonus for referring a new colleague
Multisport card for sports and wellness facilities
The possibility of obtaining an interest-free loan
Language training
Vaccination against influenza and tick-borne encephalitis
Possibility of participation in various sports events
Member Assistance Program - possibility of using the advisory services of psychological and legal experts for health, work, or other serious life events

Požiadavky na zamestnanca:
Minimum of 3 years of experience in ITIL roles (e.g., Incident, Problem, Change, Service Level, Release, or similar).
Proven ability to manage and improve ITIL processes and drive service excellence.
Strong communication, interpersonal, and collaboration skills.
Knowledge of ITIL best practices and frameworks across multiple disciplines.
Experience with IT service management tools and platforms.
Solid understanding of risk management and service continuity planning.
Fluency in Slovak and English languages.