IT Problem Manager: RCA & Incident Prevention

Auxis LLC; Bogotá; Presencial; COP 60.000.000 - 90.000.000; Jornada completa

Descripción de la vacante

Auxis LLC is seeking a Problem Manager who will oversee the lifecycle of IT problems, prevent incidents, and drive permanent fixes across infrastructure. The role emphasizes proactive RCA, trend analysis, and collaboration with cross-functional teams to maintain the Known Error Database (KEDB) and reduce incident volume hitting the service desk.

Candidates should have 3–5 years in IT, 2+ years in ITIL Problem Management, and hands-on RCA experience.

Formación

• 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.

Responsabilidades

• Lead RCA investigations following major incidents with cross-functional teams.
• Proactively analyze incident trends to identify underlying issues.
• Maintain and govern the Known Error Database (KEDB).
• Own and track post-RCA remediation tasks to ensure permanent fixes.
• Collaborate with vendors to track and resolve defects or platform issues.
• Regularly report open problems, risks, and remediation progress to IT and business leaders.
• Stay up to date on relevant technologies and processes.

Conocimientos

Root Cause Analysis

ITIL Problem Management

Data Analysis

Power BI

Excel

Technical Writing

Educación

High School Diploma

University studies in Information Systems or IT

Herramientas

Power BI

Excel

ITSM analytics tools

Descripción del empleo

Auxis LLC is seeking a Problem Manager who will oversee the lifecycle of IT problems, prevent incidents, and drive permanent fixes across infrastructure. The role emphasizes proactive RCA, trend analysis, and collaboration with cross-functional teams to maintain the Known Error Database (KEDB) and reduce incident volume hitting the service desk.

Candidates should have 3–5 years in IT, 2+ years in ITIL Problem Management, and hands-on RCA experience.