Problem Manager

Confidential Company; Riyadh; On-site; USD 30,000 - 50,000; Full time

Job summary

A leading tech company is seeking a Problem Manager in Riyadh. This role involves analyzing incidents, conducting root cause analysis, and implementing solutions to enhance service quality. With a commitment to diversity and employee well-being, the company offers comprehensive benefits and a collaborative environment.

Benefits

Comprehensive benefits

Flexible work environment

Diverse workplace culture

Qualifications

• 6–10 years of experience in problem management and IT service management.
• Strong understanding of problem-solving frameworks.
• Familiarity with ITSM tools important for role.

Responsibilities

• Identify and analyze major recurring incidents.
• Conduct Root Cause Analysis (RCA) using methodologies like 5 Whys.
• Work with teams to implement corrective actions and maintain databases.

Skills

Analytical skills

Investigation skills

Knowledge of IT infrastructure

Problem-solving frameworks

ITSM processes

Education

Relevant Bachelor's degree or equivalent

Job description

Any

Vacancy

Job Description

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

Are you ready to be an important part of this ever-transformational journey?

Experience: 6–10 years

Location: Riyadh

Job Description: The Problem Manager is responsible for identifying recurring incidents, conducting root cause analysis, and implementing permanent solutions to improve service quality.

Key Responsibilities:

• Analyze major and recurring incidents to identify problem candidates.
• Conduct Root Cause Analysis (RCA) using techniques like 5 Whys, Fishbone.
• Drive implementation of corrective and preventive actions (CAPA).
• Maintain a Known Error Database (KEDB).
• Work with cross-functional teams to resolve underlying issues.
• Review trends and generate monthly problem reports.
• Track problem tickets and ensure timely resolution.

Skills Required:

• Strong analytical and investigation skills.
• Experience with RCA and problem-solving frameworks.
• Knowledge of IT infrastructure, applications, and services.
• Familiarity with ITSM tools and processes.

Preferred Certifications:

• Six Sigma (optional but beneficial)

Why Us

We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employees.

• Our company is extremely diverse with 165 nationalities represented.
• We offer the opportunity to work with colleagues across the globe.
• We offer a virtual-first work environment, promoting a good work-life integration and real flexibility.
• We offer comprehensive benefits for all employees.
• We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect.

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.

Note: Please follow the link to apply to the role with your recent resume. If you need more details, feel free to contact Garima Kohli

Candidate Data Privacy Notice | HCL Technologies

We are committed to respecting your privacy and for the protection of your personal data. Your personal data will be collected and processed in line with our candidate privacy notice: https://www.hcltech.com/candidate-privacy-notice. This privacy notice will help you to understand what personal data we collect about you, how we use this personal data, and what rights you have regarding your personal data. By replying to this email or submitting any personal data to HCLTech, you acknowledge that you have read and understood the candidate privacy notice and have provided your consent to the processing of your data for recruitment purposes as described in the privacy notice”.

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