IT Problem Manager
Pubblicato il 17-08-2026 - Altro in Napoli
Job Purpose
MSC Crociere is looking for an IT Problem Manager. To manage the end-to-end lifecycle of IT problems, driving structured root cause identification and permanent resolution to reduce recurring incidents and improve the stability of MSC Cruises' mission‐critical IT services.
Key Accountabilities
Manage the end-to-end lifecycle of all IT problems, ensuring timely identification, classification, prioritisation, and formal closure in alignment with business impact.
Lead and coordinate root cause analysis (RCA) activities using structured methodologies (5 Whys, Ishikawa, Fault Tree Analysis), engaging internal technical teams and external vendors.
Work with vendors and external service providers to drive problem identification and resolution, ensuring contractual obligations and SLA commitments are met throughout the problem lifecycle.
Create and maintain the Known Error Database (KEDB), ensuring workarounds and confirmed root causes are accurately documented and accessible to all support tiers.
Coordinate with Change Management and technical owners to ensure controlled adoption of permanent fixes, monitoring progress and escalating where needed.
Facilitate post‐incident reviews (PIRs) following major incidents, ensuring findings are translated into concrete preventive actions tracked to effective closure.
Perform proactive trend analysis on incident and problem data, producing regular management reporting on problem status, recurring patterns, and service‐level trends.
Actively contribute to the Continuous Service Improvement (CSI) framework by channelling problem management insights into actionable enhancements to IT services and processes.
Qualifications
4 to 6 years of proven experience in IT Service Management with direct involvement in Problem Management or Root Cause Analysis in complex, enterprise‐scale environments.
Experience managing vendors and external service providers in the context of problem investigation and service improvement.
Fluent in Eng