ITSM Change and Problem Manager

This is a fully remote position, open to applicants in Egypt, +5 more countries.

📋 Description

• Oversee the comprehensive change management process, encompassing request intake, review, approval, scheduling, and post-implementation evaluation.

• Lead the Change Advisory Board (CAB), guiding risk assessments, impact analyses, and change scheduling.

• Assess change requests for thoroughness, risk, rollback feasibility, and business impact.

• Maintain the forward schedule of change and promote a continuous decrease in failed and emergency changes.

• Provide reports on change KPIs, including the success rate of changes, the ratio of emergency changes, and incidents related to changes.

• Manage both reactive and proactive problem management, spearheading root cause analysis (RCA) for significant and recurring incidents.

• Conduct RCA sessions utilizing 5 Whys, Ishikawa/fishbone, and Kepner-Tregoe methodologies.

• Keep the known error database (KEDB) updated and monitor workarounds as well as permanent solutions.

• Collaborate with engineering and operations teams to prioritize and resolve problem records.

• Examine incident trends to proactively detect systemic issues before they develop further.

• Consistently enhance ITSM processes, tools, and documentation.

• Generate metrics, dashboards, and executive-level reports on change and problem performance.

• Coordinate efforts across infrastructure, security, applications, and service desk teams.

⛳️ Requirements

• A minimum of 5 years in IT service management, demonstrating ownership of change and/or problem management processes.

• ITIL 4 Foundation certification is mandatory.

• ITIL Intermediate/Managing Professional or Specialist modules are highly preferred.

• Practical experience with ITSM platforms (ServiceNow, Jira Service Management, BMC Helix, or similar) is essential.

• Proven track record in facilitating CAB and RCA sessions with both technical and business stakeholders.

• Strong analytical abilities and knowledge of root cause analysis methodologies.

• Exceptional written and verbal communication skills, including the capability to produce executive-level reports.

• Experience within a regulated or high-availability environment is preferred.

• Familiarity with major incident management and its transition to problem management is desirable.

• Skills in data analysis and reporting (Power BI, SQL, or equivalent) are preferred.

• Additional certifications such as ITIL Managing Professional, DevOps, or project management (PMP/PRINCE2) are favored.

• A disciplined approach to processes, stakeholder management, risk-based decision-making, attention to detail, and a proactive mindset focused on continuous improvement.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and continuous learning.

• Flexible work arrangements and a supportive work environment.

• Employee wellness programs and initiatives.