Problem Manager (ITSM)

TL;DR

Problem Manager (ITSM): Managing problem records and root cause analysis to prevent service-affecting incidents with an accent on coordination between technical teams and reporting. Focus on identifying risks, facilitating cross-team resolution activities, and ensuring SLA compliance.

Location: Hybrid in Sofia, Bulgaria

Company

A global data and technology company providing analytics and software solutions across financial services, healthcare, and automotive markets.

What you will do

• Manage Problem Records through resolution, conducting root cause analysis (RCA).
• Coordinate with IT service teams to effectively track and update problem records.
• Build and leverage relationships with technical and application teams as an escalation point.
• Produce Major Incident Reports and RCA summary reports for internal and client-facing stakeholders.
• Ensure effective transition of post-incident activities from Incident Management to Problem Management.
• Proactively identify operational risks and recommend mitigation strategies.

Requirements

• Must be based in or able to work hybridly from Sofia, Bulgaria
• 3+ years of experience in service operations or customer-facing roles.
• Direct experience in Incident or Problem Management.
• Fluent English proficiency required
• ITIL qualification.
• Strong skills in management report writing and data analysis.

Culture & Benefits

• Comprehensive social package including life and health insurance, food vouchers, and monthly flex allowance.
• Professional growth supported by L&D programs and unlimited access to online educational courses.
• Work-life balance with 25 days paid vacation, plus additional days for birthdays and social responsibility events.
• Flexible working hours and Home Office options.
• Inclusive, award-winning culture recognized as one of the World's Best Workplaces.