Problem Manager

Who we are

By joining our project, you will be working on an initiative of the European Commission focused on creating a more efficient, modern and secure customs environment within the European Union. Being part of this initiative set on a 5 years’ timeline, you will have the opportunity to work on topics such as digitalization of customs processes, streamlining customs procedures to facilitate trade and reduce costs, harmonization of customs rules across all EU member states and combating fraud.

This purposeful project will not only give you the opportunity to have an impact on one of the key topics within the European Union, it will also offer you various professional opportunities, let you experience a collaborative environment, using cutting-edge technologies and experiencing diversity in your everyday professional life.

What you’ll be doing

• Playing a crucial role in identifying and resolving the root causes of incidents to ensure operational stability
• Analyzing trends and historical data to prevent recurring issues and minimize their impact. 
• Monitoring incident trends and identifying repeat occurrences to prioritize problem-solving efforts.
• Managing the full lifecycle of problems, from identification to resolution.
• Conducting root cause analyses for major problems and implementing long-term solutions.
• Working collaboratively with incident management teams to ensure temporary solutions (workarounds) are available.
• Maintaining a Known Error Database to document problems and solutions.
• Developing policies, processes, and procedures to prevent future incidents.
• Liaising with internal and external stakeholders for problem resolution.

What You’ll Bring Along

• Bachelor’s degree in Information Technology, Computer Science, or a related field. A Master’s degree or MBA is preferred
• Minimum of 10 years of experience in a similar role
• Deep understanding of business needs and expectations.
• Strong critical-thinking abilities and problem-solving skills, particularly in statistical analysis.
• Experience fostering collaboration between incident and change management teams.
• Advanced knowledge of ITIL frameworks and ITSM toolsets.
• Exceptional verbal and written communication skills, including the ability to facilitate meetings and briefings.
• ITIL v4 and OSA certifications (preferred).
• Proven experience in IT service management, problem-solving, and risk-management techniques.
• Demonstrated success in driving root cause analyses to resolution.
• Prior experience working in a highly technical, cross-functional environment.
• Excellent command of both spoken and written English