The **Managed Services Command Center Senior Problem Manager** is responsible for overseeing problem management processes within a high\-availability IT environment. This role focuses on identifying root causes of recurring incidents, driving permanent resolutions, and improving IT service reliability. The Senior Problem Manager collaborates with cross\-functional teams, vendors, and stakeholders to implement best practices in problem resolution, trend analysis, and proactive risk mitigation. **Key Responsibilities:** * **Problem Identification \& Analysis:** Lead investigations into major incidents and recurring problems to determine root causes and ensure corrective actions are taken. * **Process Management:** Define, implement, and continuously improve problem management processes in alignment with ITIL best practices. * **Root Cause Analysis (RCA):** Facilitate RCA sessions, document findings, and drive the implementation of long\-term fixes. * **Collaboration:** Work closely with incident managers, change managers, infrastructure teams, and application support teams to prevent problem recurrence. * **Trend Analysis \& Reporting:** Analyze trends in incidents and problems, providing insights and recommendations for service improvement. * **Continuous Service Improvement (CSI):** Develop and execute strategies to enhance service stability and prevent future disruptions. * **Stakeholder Communication:** Provide regular reports and updates on problem resolution progress to senior leadership, clients, and key stakeholders. * **Knowledge Management:** Ensure lessons learned from problem investigations are documented and incorporated into knowledge repositories. * **Vendor \& Supplier Coordination:** Engage with third\-party service providers to resolve recurring technical issues and improve overall service performance. * **Emergency Response \& Critical Incident Support:** Support the command center in high\-severity incident scenarios by leading problem resolution efforts. **Qualifications:** * **Education:** Bachelor's degree in Information Technology, Computer Science, or a related field. ITIL certification (ITIL v4 preferred) is highly desirable. * **Experience:** Minimum 8\+ years of experience in IT Service Management, with at least 5 years in a problem management role within a managed services or IT operations environment. * **Technical Expertise:** Strong understanding of IT infrastructure, networking, cloud services, databases, and enterprise applications. * **Analytical \& Problem\-Solving Skills:** Proven ability to analyze complex IT issues, identify root causes, and drive permanent fixes. * **Communication \& Leadership:** Excellent communication skills with the ability to influence and engage stakeholders at all levels. * **Process\-Oriented Mindset:** Expertise in ITIL framework, particularly problem, incident, and change management. * **Tools \& Technologies:** Hands\-on experience with ITSM tools such as ServiceNow, BMC Remedy, or equivalent. * **Collaboration \& Teamwork:** Ability to work in a dynamic, 24/7 operational environment, coordinating with global teams.