IT Problem Manager
Pubblicato il 05-09-2026 - Msc Cruises 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 imp