Problem Management Engineer

We are looking for a Problem Management Engineer to drive proactive problem management by identifying root causes, reducing recurring incidents, and improving service stability across our network and technology environment. In this role, you will collaborate with cross-functional teams to investigate complex technical issues, implement long-term solutions, and continuously enhance operational performance through data-driven insights and process improvements.

Make an Impact by:

1. Problem Management & Root Cause Analysis

• Detect, log, and manage problems by analysing recurring and major incidents.
• Perform root cause analysis (RCA) using structured methodologies such as 5 Whys, Fishbone Diagram, and Kepner-Tregoe.
• Collaborate with cross-functional teams to investigate complex technical issues and identify effective resolutions.
• Recommend and drive the implementation of workarounds and permanent solutions to improve service stability.
• Lead critical problem investigations and support audit activities when required.

2. Service Improvement & Knowledge Management

• Conduct trend analysis to identify recurring issues and proactively prevent future incidents.
• Maintain the Known Error Database (KEDB) and develop knowledge articles to support operational teams.
• Participate in continuous improvement initiatives by identifying opportunities to optimise processes and implement automation.
• Track, analyse, and report Problem Management KPIs and operational metrics to support data-driven decision-making.

3. Stakeholder Collaboration & Operational Excellence

• Work closely with Network Operations, Engineering, Service Management, and other cross-functional teams to coordinate problem resolution activities.
• Present findings, root cause analyses, and improvement recommendations to technical and business stakeholders.
• Support the adoption of Problem Management best practices across the organisation.
• For Team Lead roles: Mentor and guide Problem Engineers while serving as the primary escalation point for the Problem Management team.

Skills for Success

• Diploma or Degree in Computer Science, Information Technology, Engineering, Telecommunications, or a related discipline.
• Up to 3 years of experience in Problem Management, Network Operations, IT Operations, or a related role within a telecommunications or enterprise IT environment.
• Candidates with strong technical expertise and a demonstrated ability to develop Problem Management capabilities are also encouraged to apply.
• Good understanding of networking fundamentals, including LAN/WAN, Routing & Switching, TCP/IP, and Network Security.
• Exposure to enterprise and telecommunications technologies such as MPLS IPVPN, Cloud Connect, BGP, OSPF, and related networking protocols.
• Experience working with networking technologies from vendors such as Cisco, Juniper, Fortinet, or equivalent.
• Strong analytical and problem-solving skills with the ability to investigate and resolve complex technical and operational issues.
• Excellent communication, stakeholder management, and presentation skills.

It'll be great if you also have:

• Professional certifications such as CCNA, CCNP, JNCIA, or equivalent networking certifications.
• ITIL v3/v4 Foundation certification or higher.
• Knowledge of Problem Management methodologies or certifications such as Lean Six Sigma or Kepner-Tregoe.
• Experience with IT Service Management (ITSM) platforms such as ServiceNow or BMC Remedy.
• Exposure to SD-WAN technologies such as Cisco SD-WAN, Silver Peak, VMware VeloCloud, or Fortinet Secure SD-WAN.
• Experience using reporting and data visualisation tools such as Microsoft Excel, Power BI, or Tableau to analyse operational trends and performance metrics.

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