About this role
About KairostekAt Kairostek, we believe great technology starts with great people.
We foster a culture of innovation, collaboration, and continuous growth, empowering our team to make a meaningful impact while building solutions that shape the future. Our teams work across software engineering, artificial intelligence, cloud infrastructure, cybersecurity, digital products, payments technology, and technology operations to deliver scalable and innovative solutions for global organizations.
If you are passionate about technology, problem-solving, and continuous learning, we would love to hear from you.
About the RoleAs a Problem Manager, you will be responsible for leading problem management in a global environment — identifying the root causes of critical and recurring incidents, and ensuring the implementation of permanent solutions to prevent future issues. This role includes continuous improvement of the problem management process, working closely with technical and business teams to drive service quality and operational stability.
Key ResponsibilitiesIdentify, analyse, and manage problems arising from critical and recurring incidents
Conduct or oversee root cause analysis (RCA) investigations using structured methods such as the 5 Whys, Ishikawa, or Pareto analysis
Maintain and update the Known Error Database (KEDB) and coordinate its use by technical teams
Liaise with Incident Managers to transition major incidents into formal problem investigations
Conduct post-incident analysis meetings to capture lessons learned and prevent recurrence
Ensure permanent solution implementation in coordination with technical teams and third-party providers
Coordinate with 24x7 support teams to minimise the business impact of ongoing problems
Propose and implement problem management process improvements and service quality enhancements
Identify incident trends and patterns to proactively prevent future problems
Carry out problem management activities in accordance with signed-off Service Level Agreements (SLAs)
Monitor problem resolution times and hold teams accountable to agreed timelines
Prepare and present reports on problem management metrics, including resolution time and impact reduction
Qualifications & ExperienceBachelor’s degree in Computer Science or a related technical field
Minimum 3 years of experience in problem management within complex, global IT environments
ITIL v4 certification; additional certifications in problem management or quality (e.g., ISO 20000, Lean Six Sigma) are a plus
Advanced knowledge of root cause analysis methodologies and structured problem-solving techniques
Proficiency in managing problems spanning infrastructure, applications, and networks
Knowledge of IT architectures including servers, networks, databases, and applications
Experience collaborating with Change Management teams to implement corrective solutions
Familiarity with Jira ITSM or similar service management tooling
Excellent written and verbal communication skills in English
Willingness to work shifting schedules and 100% on-site
What We OfferCompetitive compensation package.
Flexible and remote-friendly work environment.
Professional growth and development opportunities.
Exposure to international projects and teams.
Collaborative and inclusive company culture.
Opportunity to work with modern technologies and innovative solutions.
Equal Opportunity EmployerKairostek is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from qualified candidates regardless of race, ethnicity, gender, age, disability, religion, sexual orientation, or background.