Purpose of the Job
The Problem Management Manager is a senior functional leadership role accountable for enterprise-wide operational stability through proactive identification, governance, and elimination of systemic and recurring incidents across Aramex Digital & Technology. The role owns the Problem Management operating model, Root Cause Analysis (RCA) governance, Known Error management, and preventive remediation programs to reduce operational risk, service disruption, and unplanned work.
This role embeds Problem Management as a strategic reliability and resilience function across IT Operations, Engineering, Security, Cloud, and Product domains, translating operational signals into structural improvements, risk reduction, and measurable business resilience outcomes. The role partners with Incident, Change, Release, Architecture, and Service Owners to ensure systemic weaknesses are permanently resolved and not repeatedly mitigated.
Job Description
Stream A – Enterprise Problem Management Strategy & Governance
- Define and own the enterprise Problem Management framework, policies, standards, and operating procedures aligned with ITIL v4 and enterprise governance.
- Establish global RCA standards, quality assurance mechanisms, and governance forums.
Stream B – Systemic Risk & Reliability Governance
- Own systemic operational risk registers, known error databases, and reliability maturity dashboards.
- Partner with Enterprise Architecture, Security, Cloud, and Engineering to influence design standards, resilience patterns, and platform hardening initiatives.
Stream C – Corrective & Preventive Remediation Programs
- Drive cross-functional remediation programs requiring Engineering, Cloud, Security, Vendors, and Product teams.
- Track corrective and preventive actions, ensuring accountability, timelines, and measurable outcomes.
Stream D – Operational Analytics & Business Impact Translation
- Translate operational incidents and trends into quantified business impact (revenue risk, shipment disruption, customer experience impact, productivity loss).
- Provide cost-benefit analysis and investment justification for stability and resilience initiatives.
Stream E – People, Capability & Organizational Leadership
- Build and lead Problem Management analysts and reliability practitioners across regions.
- Define capability frameworks, skills matrices, and certification roadmaps for reliability and problem management roles.
Stream F – Vendor & Partner Governance
- Govern vendor RCA quality, corrective action commitments, and systemic remediation delivery.
- Ensure vendor operational responsibilities align with enterprise problem governance and escalation policies.
Stream G – Continuous Improvement & Maturity Uplift
- Define Problem Management KPIs, maturity models, and continuous improvement roadmaps.
- Drive automation, tooling integration, and analytics capabilities for proactive problem identification.
Customer:
- Ensure reliable and predictable IT services for logistics operations, digital commerce platforms, corporate productivity, and customer experience channels.
- Reduce business disruption, shipment delays, revenue leakage, and reputational risk due to IT outages.
Financial Result:
- Deliver measurable reduction in incident volumes, MTTR, operational rework, and unplanned outages.
- Improve cost efficiency through automation, standardized operations, and vendor optimization.
Job Requirements - Experience and Education
- 10+ years in ITSM Problem Management, Reliability Engineering, or Operations.
- Strong RCA methodologies (ITIL, Kepner-Tregoe, SRE, Six Sigma).
- Bachelor’s degree in IT or Engineering.
Certifications:
Mandatory:
- ITIL v4 Foundation (or must obtain within 6–12 months)
Preferred:
- ITIL v4 Managing Professional modules
- Kepner-Tregoe, Six Sigma, SRE certifications