Problem Manager

Auxis; Bogotá; Presencial; COP 100.440.000 - 145.080.000; Jornada completa

Descripción de la vacante

Auxis is seeking a Problem Manager to proactively identify and eliminate root causes of IT service disruptions, prevent recurring incidents, and minimize impact of unresolved issues. The role leads root cause investigations, analyzes incident trends, coordinates permanent corrective actions, and partners with technical teams, vendors, and business stakeholders to improve stability and reliability.

You will own post-RCA remediation actions and govern the Known Error Database, ensuring documented

Formación

• 3-5 years of experience in IT technical support, engineering, systems analysis, or a related technical field, including at least 2 years focused on Problem Management.
• Proven experience leading and coordinating Root Cause Analysis (RCA) investigations.
• 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 analyzing high-volume incident data using Power BI, Excel, ITSM analytics, or similar data visualization and reporting tools.
• High school diploma required. University studies in Information Systems, Project Management, Process Improvement, or a related field are a plus.
• Strong analytical, diagnostic, problem-solving, technical writing, and communication skills.
• Ability to work effectively with senior infrastructure and software engineers, challenge technical assumptions, and document complex technical findings clearly.
• Self-motivated, detail-oriented, adaptable, able to multitask, and comfortable working independently in a fast-paced environment.

Responsabilidades

• Lead and coordinate formal Root Cause Analysis (RCA) investigations following major incidents, working with cross-functional technical teams to identify underlying causes.
• Analyze incident trends and historical ticket data to identify recurring issues, technical weaknesses, and opportunities for proactive improvement.
• Maintain and govern the Known Error Database (KEDB), ensuring workarounds are documented, validated, and accessible to Service Desk and technical teams.
• Own and track post-RCA corrective and remediation actions, ensuring technical owners implement permanent resolutions.
• Partner with third-party suppliers and software vendors to investigate and resolve product defects and platform-level issues.
• Report on open problems, known risks, remediation progress, and service improvement opportunities to IT and business leadership.
• Use data analysis and reporting tools to identify trends and support data-driven problem management decisions.
• Stay current with relevant technologies, IT processes, and industry practices.

Conocimientos

RCA leadership

RCA investigations

ITIL knowledge

Data analysis

Communication skills

Educación

High school diploma

University studies in Information Systems

Herramientas

Power BI

Excel

ITSM analytics

Descripción del empleo

We are looking for a Problem Manager to proactively identify and eliminate the root causes of IT service disruptions, prevent recurring incidents, and minimize the impact of issues that cannot be prevented.

This role leads root cause investigations, analyzes incident trends, coordinates permanent corrective actions, manages the Known Error Database (KEDB), and partners with technical teams, vendors, and business stakeholders to improve the overall stability and reliability of IT services.

What You'll Do

• Lead and coordinate formal Root Cause Analysis (RCA) investigations following major incidents, working with cross-functional technical teams to identify underlying causes.
• Analyze incident trends and historical ticket data to identify recurring issues, technical weaknesses, and opportunities for proactive improvement.
• Maintain and govern the Known Error Database (KEDB), ensuring workarounds are documented, validated, and accessible to Service Desk and technical teams.
• Own and track post-RCA corrective and remediation actions, ensuring technical owners implement permanent resolutions.
• Partner with third-party suppliers and software vendors to investigate and resolve product defects and platform-level issues.
• Report on open problems, known risks, remediation progress, and service improvement opportunities to IT and business leadership.
• Use data analysis and reporting tools to identify trends and support data-driven problem management decisions.
• Stay current with relevant technologies, IT processes, and industry practices.

What We're Looking For

• 3-5 years of experience in IT technical support, engineering, systems analysis, or a related technical field, including at least 2 years focused on Problem Management.
• Proven experience leading and coordinating Root Cause Analysis (RCA) investigations.
• 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 analyzing high-volume incident data using Power BI, Excel, ITSM analytics, or similar data visualization and reporting tools.
• High school diploma required. University studies in Information Systems, Project Management, Process Improvement, or a related field are a plus.
• Strong analytical, diagnostic, problem-solving, technical writing, and communication skills.
• Ability to work effectively with senior infrastructure and software engineers, challenge technical assumptions, and document complex technical findings clearly.
• Self-motivated, detail-oriented, adaptable, able to multitask, and comfortable working independently in a fast-paced environment.

Language Requirements

• English: B2+ or higher / 85%+ oral and written proficiency.