Problem Manager Job Description [Updated for 2025]

In the dynamic landscape of problem management, the role of a problem manager has become more pivotal than ever.

As our dependence on complex systems and processes grows, the demand for skilled professionals capable of identifying, assessing, and resolving problems effectively continues to rise.

But let’s delve deeper: What exactly is expected from a problem manager?

Whether you are:

• A job seeker looking to understand the core responsibilities of this role,
• A hiring manager outlining the ideal candidate profile,
• Or simply fascinated by the intricate world of problem management,

You’ve landed in the right place.

Today, we present a customizable problem manager job description template, tailored for effortless posting on job boards or career sites.

Let’s dive in.

Problem Manager Duties and Responsibilities

Problem Managers are dedicated to managing and resolving incidents that disrupt normal service operations within an organization.

They play a vital role in IT service management and function as the primary point of contact for all service-related problems.

The duties and responsibilities of a Problem Manager include:

• Identifying and classifying problems that impact business operations
• Investigating and diagnosing complex problems to prevent their recurrence
• Coordinate with relevant teams to implement solutions and resolve problems
• Overseeing the entire problem management process from detection to resolution
• Developing problem management strategies and procedures
• Reviewing and analyzing solution proposals and ensuring that the solutions meet business requirements
• Creating and maintaining accurate problem management records
• Ensuring that problems are managed within agreed service levels
• Coordinating with stakeholders to communicate about problem status and resolution
• Providing training and guidance to the problem management team
• Conducting regular reviews of the problem management process and implementing improvements

 

Problem Manager Job Description Template

Job Brief

We are seeking a skilled and organized Problem Manager to join our team.

As a Problem Manager, you’ll be responsible for managing the lifecycle of all problems, ensuring they are reviewed and closed within established service levels.

Your primary goal will be to prevent incidents from happening, and to minimize the impact of incidents that cannot be prevented.

To be successful in this role, you should have a strong understanding of IT service management processes and experience in problem management and incident management.

 

Responsibilities

• Identify and classify problems and their root causes
• Coordinate with IT teams to design and implement problem solutions
• Manage problem lifecycle from identification to closure
• Develop strategies to prevent recurring incidents
• Document all problem management activities
• Create and manage problem records
• Coordinate with incident management teams to minimize the impact of incidents that cannot be prevented
• Generate reports and statistics on the performance of problem management process
• Provide training to other teams regarding problem management processes

 

Qualifications

• Proven work experience as a Problem Manager or similar IT role
• Experience in IT service management and ITIL processes
• Strong problem-solving skills
• Excellent communication and coordination skills
• Ability to work with cross-functional teams and manage multiple tasks simultaneously
• Knowledge of ITSM tools
• BSc degree in Computer Science, IT or relevant field

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: Problem Manager
• Work Environment: Office setting with options for remote work. Some travel may be required for team meetings or client consultations.
• Reporting Structure: Reports to the IT Service Manager or Head of IT Operations.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $75,000 minimum to $120,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Problem Manager Do?

Problem Managers are crucial components in the IT team of any organization.

They work towards maintaining the stability of the IT infrastructure by preventing and managing issues that can disrupt the system.

They are responsible for managing the lifecycle of all problems.

Their primary objectives are to prevent incidents from happening, and to minimize the impact of incidents that cannot be prevented.

They achieve this by conducting root cause analysis of major incidents and finding solutions to prevent recurrence.

They are also responsible for keeping a record of known errors and workarounds.

Problem Managers coordinate with the relevant teams to implement solutions and ensure that these solutions have resolved the issues effectively.

They monitor the effectiveness of error control and make necessary adjustments for continual improvement.

They also create awareness and provide advice on potential issues and possible solutions by communicating regularly with all stakeholders.

In addition, they are responsible for the development and maintenance of the Problem Management process and ensure that it aligns with overall business objectives.

 

Problem Manager Qualifications and Skills

A competent Problem Manager should possess a combination of analytical skills, technical expertise, and interpersonal abilities, including:

• Analytical skills to investigate and identify the root causes of problems, as well as to evaluate the effectiveness of implemented solutions.
• Technical knowledge to understand the underlying systems and processes where problems occur, and to communicate effectively with technical teams.
• Excellent problem-solving skills to develop effective and efficient solutions to identified problems.
• Interpersonal skills to work effectively with various teams and stakeholders, facilitating cooperation and ensuring a unified approach to problem management.
• Communication skills to accurately convey problem details, potential solutions, and action plans to both technical and non-technical stakeholders.
• Organizational skills to manage multiple problems simultaneously, keeping track of problem status and ensuring timely resolution.
• Experience with problem management tools and methodologies to log, track and analyze problems, as well as to report on problem resolution activities.
• Ability to remain calm and focused in high-pressure situations, managing problems that may have a significant impact on business operations.

 

Problem Manager Experience Requirements

To become a Problem Manager, one typically needs a minimum of 2-3 years of experience in IT service management roles such as IT Support Analyst, IT Service Desk Analyst, or IT Operations Engineer.

This experience provides individuals with a solid understanding of IT infrastructure and operations, as well as exposure to problem-solving within an IT environment.

Candidates with 3 to 5 years of experience often have a deeper understanding of IT Service Management best practices, methodologies like ITIL, and have typically worked with service management tools.

They may have also taken on more responsibilities in managing and resolving complex IT problems.

Problem Managers with over 5 years of experience typically have a strong track record of managing and resolving complex IT problems, and often have experience leading teams.

They may also have a history of working closely with other departments, like development and operations teams, to ensure seamless service delivery.

At this level, a Problem Manager may be ready for a senior or leadership role within the organization.

 

Problem Manager Education and Training Requirements

Problem Managers typically have a bachelor’s degree in Business Administration, IT, Computer Science, or a related field.

They also require a solid understanding of IT service management as well as strong analytical and problem-solving skills.

Knowledge in specific ITIL practices, particularly Incident Management and Change Management, is crucial.

Some positions may require Problem Managers to have a master’s degree in Business Administration or IT.

This would provide an advanced understanding of business processes and strategic planning, essential for identifying, analyzing, and resolving strategic issues that affect business operations.

In addition, certifications such as ITIL (Information Technology Infrastructure Library), Six Sigma, or PMP (Project Management Professional) can be beneficial.

These certifications demonstrate a Problem Manager’s ability to adhere to industry best practices and their commitment to continuous learning.

Several years of relevant work experience, including experience in a managerial role, is often required.

This experience helps to develop the leadership, decision-making, and communication skills necessary for the role.

Continuing education and professional development are also important, as this role involves staying updated with the latest trends and technologies in IT and business management.

 

Problem Manager Salary Expectations

A Problem Manager can expect to earn an average salary of $79,000 (USD) per year.

The actual compensation may vary based on factors such as years of experience, industry, and the geographical location of the job.

 

Problem Manager Job Description FAQs

What skills does a Problem Manager need?

Problem Managers require excellent analytical and problem-solving skills to identify, investigate, and resolve issues effectively.

They should also possess strong communication and interpersonal skills to coordinate with various teams and stakeholders.

Moreover, they should have good project management skills to handle multiple issues simultaneously and ensure timely resolution.

 

Do Problem Managers need a degree?

Most Problem Managers hold a bachelor’s degree in fields like computer science, information technology, or related disciplines.

While not always required, certification in ITIL (Information Technology Infrastructure Library) or similar methodologies is often preferred.

On-the-job experience in IT, customer support or project management can also be beneficial.

 

What should you look for in a Problem Manager resume?

A Problem Manager’s resume should showcase strong technical knowledge, experience in incident management or IT service management, and proficiency in using problem management tools.

They should also have a proven track record in managing and resolving complex issues.

Look for indicators of strong communication skills, project management experience, and any certifications in methodologies like ITIL.

 

What qualities make a good Problem Manager?

A good Problem Manager is a critical thinker who can identify the root cause of issues and find effective solutions.

They are great communicators who can coordinate with different teams and clearly communicate technical issues to non-technical stakeholders.

A good Problem Manager is also proactive, able to anticipate potential problems, and implement preventive measures.

 

What is the difference between a Problem Manager and an Incident Manager?

While both roles are part of IT service management, they focus on different areas.

Incident Managers are concerned with resolving individual incidents that disrupt normal service operations as quickly as possible.

On the other hand, Problem Managers focus on identifying and resolving the root cause of recurring incidents or significant single incidents to prevent them from happening again in the future.

 

Conclusion

And there we have it.

Today, we’ve pulled back the curtain to reveal what it truly means to be a Problem Manager.

Guess what?

It’s not merely about solving issues.

It’s about creating resilient, efficient systems, one problem at a time.

With our tailor-made Problem Manager job description template and real-world examples, you’re fully equipped to take the next step.

But why limit yourself?

Delve further with our job description generator. It’s your stepping stone to creating meticulously precise job listings or honing your resume to perfection.

Remember:

Every solved problem contributes to a larger, more efficient system.

Let’s create that system. Together.