San Antonio de Belen, Costa Rica, Costa Rica
Onsite
Position summary:
The IT Service Management (ITSM) Problem Management Lead is responsible for defining strategy and governing and executing the end-to-end Problem Management process. This includes identifying, analyzing, and resolving underlying issues that contribute to recurring incidents.
This role promotes a proactive, data-driven approach to service stability, with emphasis on root cause analysis, known error management, and prevention of future incidents. It is critical to improving IT service quality, reducing incident volume, and advancing ITSM maturity. The Problem Management Lead supports compliance with established policies and SOPs while driving continuous improvement, stakeholder alignment, and operational excellence
What will you do:
Lead end-to-end Problem Management execution and governance, ensuring all problems are identified, documented, analyzed, and resolved in alignment with established ITSM policies and standards, with a strong focus on minimizing business impact and preventing recurrence.
Drive high-quality Root Cause Analysis (RCA) across all problem records, enforcing structured methodologies and accountability to ensure clear identification of root causes, effective corrective actions, and long-term resolution of underlying issues
Establish and maintain a proactive problem management approach, leveraging data analysis and recurring incident trends to identify systemic issues early and increase the volume of proactive problem records for high-impact areas.
Govern problem and known error data integrity, ensuring accuracy, completeness, and proper linkage across incidents, problems, changes, and known error records to enable traceability, reporting, and informed decision-making.
Own process governance, compliance, and performance management, including KPI definition, monitoring, and reporting, as well as adherence to SOP, ISO, and audit requirements to ensure process maturity and consistency.
Drive stakeholder communication and transparency, providing clear, structured, and timely updates on problem status, root causes, and remediation plans, particularly for high-priority issues impacting business operations.
Lead continuous improvement initiatives, identifying gaps in ownership, SLA adherence, communication, and process execution, and implementing standardized practices to increase efficiency, accountability, and overall service stability.
Enable organizational adoption and capability development, including training and coaching Problem Coordinators and stakeholders to ensure consistent execution, strong ownership, and alignment with Problem Management best practices.
What you need:
Bachelor’s degree in Information Technology, Business, Engineering, or related field (or equivalent experience)
ITIL Foundation (v3 or v4) required; advanced certifications preferred
Training in Root Cause Analysis methodologies (e.g., 5 Whys, Ishikawa) preferred
Training or certification in ServiceNow or ITSM tools preferred
Continuous training in process improvement, data analysis, and ITSM best practices
8+ years of experience in IT Service Management or Problem Management
Proven experience managing enterprise Problem Management processes
Experience conducting and governing Root Cause Analysis (RCA)
Experience working in global, cross-functional IT organizations
Experience with ServiceNow Problem Management module or similar tools