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.
Expectation: This role operates as a Senior Manager with cross-functional influence, people leadership accountability, enterprise governance ownership, and commercial responsibility for reliability and stability outcomes.
Job Description
T 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.
- Provide executive reporting on systemic risk trends, technical debt, and reliability maturity to D&T leadership.
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.
- Partner with Finance and D&T leadership to prioritize funding based on risk and business impact.
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.
- Establish continuous learning and post-incident learning frameworks to embed organizational learning.
- Coach IT Operations, Engineering, and Product teams on problem management discipline and reliability engineering principles.
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.
- Improve operational transparency, executive decision-making, and stakeholder confidence.
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