Problem Management Lead — RCA & Continuous Improvement

Coorbiz; Saudi Arabia; On-site; SAR 180,000 - 270,000; Full time

Job summary

CoorB in Saudi Arabia is seeking a Problem Manager to own and drive the IT Service Problem Management process, identifying and permanently resolving root causes of incidents to reduce impact.

You will lead RCA investigations, coordinate with technical teams and vendors, manage the Known Error Database (KEDB), and deliver PIRs, dashboards, and KPIs while aligning with ITIL practices and driving continual service improvement.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum 5 years' IT service management experience.
• ITIL v3/v4 Foundation certification required; ITIL Intermediate strongly preferred.
• Proven RCA experience and permanent problem resolution.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management.
• Strong communication and stakeholder management.
• Data-driven approach with trend analysis skills.

Responsibilities

• Own, maintain, and continually improve the end-to-end Problem Management process, ensuring alignment with ITIL and organizational standards.
• Define, document, and enforce problem management policies, procedures, and workflows across the IT Service Desk.
• Ensure clear integration between Problem Management and related processes such as Incident, Change, and Knowledge Management.
• Identify problems from recurring incidents, major incidents, and trend analysis, and log them accurately in the ITSM tool.
• Lead root cause analysis (RCA) investigations using structured techniques (e.g. 5 Whys, Ishikawa/fishbone, Kepner-Tregoe).
• Coordinate technical teams, vendors, and stakeholders to diagnose underlying causes and drive resolution.
• Manage the lifecycle of problem records from identification through to closure, ensuring timely progress and quality documentation.
• Analyse incident, event, and performance data to proactively identify potential problems before they cause service disruption.
• Drive continual service improvement initiatives to prevent recurrence of incidents and reduce operational risk.
• Maintain the Known Error Database (KEDB) and ensure workarounds are documented, accessible, and used by the Service Desk.
• Partner with the Major Incident Management function to ensure every major incident results in a formal problem record and post-incident review.
• Facilitate post-incident reviews (PIRs), capture lessons learned, and track corrective and preventive actions to completion.
• Produce regular problem management reports, dashboards, and KPIs for management and stakeholders.
• Chair problem review meetings and communicate status, risks, and resolutions to technical and business audiences.
• Provide leadership, coaching, and direction to problem analysts and coordinators, and build problem-solving capability across the Service Desk.
• Work closely with Change Management to ensure fixes are implemented safely and effectively.

Skills

ITIL

Root cause analysis

Stakeholder management

Data analysis

Leadership

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Jira Service Management

Job description

CoorB in Saudi Arabia is seeking a Problem Manager to own and drive the IT Service Problem Management process, identifying and permanently resolving root causes of incidents to reduce impact.

You will lead RCA investigations, coordinate with technical teams and vendors, manage the Known Error Database (KEDB), and deliver PIRs, dashboards, and KPIs while aligning with ITIL practices and driving continual service improvement.