IT Problem Manager - Hybrid (2 Remote Days) + Benefits

MSC Cruises; Napoli; Hybrid; EUR 45,000 - 52,000; Full time

Benefits offered by this job

Meal vouchers worth €8 per working day

Health Insurance

Learning opportunities

Flexible working hours

Employee Assistance Programme

Productivity award

Job summary

MSC Cruises is seeking an IT Problem Manager in Napoli, Italy, responsible for managing the end-to-end lifecycle of IT problems, driving root cause analysis, and ensuring the stability of critical IT services.

The ideal candidate will have 4 to 6 years of IT Service Management experience, knowledge of RCA methodologies, and a master's degree in a related field. The position offers a hybrid working model with competitive salary and benefits.

Qualifications

• 4 to 6 years of proven experience in IT Service Management.
• Experience in managing vendors and external service providers.
• Fluent in English, oral and written.
• Solid knowledge of ITSM platforms.

Responsibilities

• Manage the end-to-end lifecycle of all IT problems.
• Lead and coordinate root cause analysis (RCA) activities.
• Work with vendors to drive problem identification and resolution.
• Create and maintain the Known Error Database (KEDB).
• Facilitate post‑incident reviews (PIRs) following major incidents.
• Perform proactive trend analysis on incident and problem data.

Skills

IT Service Management

Problem Management

Root Cause Analysis

Vendor Management

ServiceNow

Data Analysis

Stakeholder Management

Analytical Mindset

ITIL

Education

Master's degree in Computer Science or Engineering

ITIL Foundation Certification

Tools

ServiceNow

Data Analysis Tools

Job description

MSC Cruises is seeking an IT Problem Manager in Napoli, Italy, responsible for managing the end-to-end lifecycle of IT problems, driving root cause analysis, and ensuring the stability of critical IT services.

The ideal candidate will have 4 to 6 years of IT Service Management experience, knowledge of RCA methodologies, and a master's degree in a related field. The position offers a hybrid working model with competitive salary and benefits.