IT Problem Manager

Auxis; Bogotá; Presencial; COP 36.000.000 - 60.000.000; Jornada completa

Descripción de la vacante

Auxis is seeking a Problem Manager to govern the lifecycle of IT problems, reduce incidents, and minimize impact across the infrastructure. You will lead RCA efforts, track remediation, and coordinate with engineering and vendors to implement permanent fixes.

The role requires strong analytical writing, incident trend analysis, and ITIL expertise to maintain the KEDB and drive continual service improvement.

Formación

• 3–5 years of IT experience in Technical Support, Engineering, Systems Analysis, or related areas.
• 2+ years of hands-on ITIL Problem Management experience.
• Proven experience leading RCA investigations and driving corrective actions.
• Experience analyzing recurring incidents and identifying prevention opportunities.

Responsabilidades

• Lead and coordinate formal RCA investigations after major incidents with cross-functional teams.
• Proactively analyze incident trends to identify underlying issues in apps or infrastructure.
• Maintain and govern the Known Error Database (KEDB) and ensure accessible workarounds.
• Own post-RCA remediation tracking and verify permanent solutions are implemented.
• Partner with vendors to track and resolve product defects or platform bugs.
• Regularly report risks and remediation progress to IT and business leadership.
• Stay up to date on relevant technologies and processes.

Conocimientos

Root Cause Analysis

Incident Management

Trend Analysis

KEDB Management

Vendor Coordination

Educación

High School Diploma

Information Systems / IT studies

Herramientas

Power BI

Excel

ITSM analytics tools

Descripción del empleo

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.

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.

Experience

Skills and 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).