Proactive IT Problem Manager | RCA & Service Reliability

Canon EMEA; Amstelveen; On-site; EUR 90,000 - 120,000; Full time

Job summary

Canon EMEA is seeking a Problem Management professional to transition from reactive incident management to proactive, insight-driven problem management. You will own the lifecycle, drive root-cause analysis, and ensure permanent resolution of underlying issues to improve service stability and performance.

In this role, you will collaborate with internal teams and vendors, govern fix delivery, and provide data-driven insights to executive leadership, including CIO/SteerCo.

Qualifications

• Experience in ITIL Problem Management / IT Service Management.
• Proven RCA and major incident analysis.
• Experience in multi-vendor IT environments.
• Strong analytical mindset with data-driven insights.
• Excellent stakeholder communication.

Responsibilities

• Lead end-to-end Problem Management lifecycle (identification → RCA → fix → closure).
• Conduct RCA for major and recurring incidents.
• Drive permanent resolution to reduce recurrence.
• Perform trend analysis and drive service improvements.
• Governance of fix delivery with validation and metrics.
• Collaborate with internal teams and vendors for resolution.
• Provide reporting and executive visibility on performance.

Skills

ITIL Problem Management

Root Cause Analysis

Multi-vendor IT environments

Data-driven decision making

Stakeholder engagement

Proactive problem prevention

Communication skills

Job description

Canon EMEA is seeking a Problem Management professional to transition from reactive incident management to proactive, insight-driven problem management. You will own the lifecycle, drive root-cause analysis, and ensure permanent resolution of underlying issues to improve service stability and performance.

In this role, you will collaborate with internal teams and vendors, govern fix delivery, and provide data-driven insights to executive leadership, including CIO/SteerCo.