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Dimensions:

• Environment: TE’s SIAM (Service Integration and Management) team is a global function, acting as a service integrator that manages multiple internal and external service providers to ensure seamless service delivery to over 40,000 TE users in more than 50 countries, utilizing over 1,000 applications. It is part of the larger Service Management organization under Global Infrastructure Solutions. The SIAM team owns and operates key ITSM processes, namely Incident, Problem, Change, and Knowledge Management, across multiple actors, in addition to Service Level Management (SLM) and Continual Service Improvement (CSI). Team members are located in all three regions: APAC, EMEA, and AMER.

 Business Unit Description TEIS GIS

TE Connectivity is offering this leadership position within the global Service & Integration Management (SIAM) team.

The Problem Manager is responsible for identifying, analyzing, and resolving the root causes of recurring incidents within the IT environment, ensuring long-term stability and continuous improvement of IT services and managing the lifecycles of problem records and coaching support teams on the process of Problem Management. This role is critical in minimizing the impact of incidents by proactively addressing underlying issues and driving problem resolution in alignment with ITIL 4 best practices and TEOA principles.

Your main tasks:

Primary Responsibilities:

• Problem Identification and Analysis:
  • Lead the proactive and reactive problem management process to identify and analyze recurring incidents.
  • Act as a single point of contact (SPOC) for all problem records and problem analysis.
  • Utilize trend analysis, event correlation, and incident data to identify systemic issues.
  • Work with technical teams to conduct root cause analysis (RCA) using methodologies such as 5 Whys, Fishbone Diagrams, and Kepner-Tregoe.
• Problem Resolution Coordination:
  • Drive the resolution of identified problems by coordinating efforts across technical teams, vendors, and stakeholders.
  • Reducing downtime and incident recurrence through effective execution of the Problem Management practice.
  • Ensure effective workarounds are in place until permanent solutions are implemented.
  • Managing the lifecycle of all problem records.
  • Collaborate with Change Management to ensure problem resolution actions are implemented with minimal risk.
• Process Ownership and Governance:
  • Own and continuously improve the Problem Management process, ensuring adherence to ITIL 4 principles and Continuous Service Improvement.
  • Define and enforce problem management policies, workflows, and escalation procedures.
  • Ensure accurate documentation and reporting of all known errors and workarounds in the Knowledge Management system.
• Stakeholder Communication and Engagement:
  • Provide regular updates to senior management, service owners, and stakeholders on the status of problem investigations.
  • Provide both technical and vendor relations leadership and guidance for all stakeholders involved.
  • Respond promptly to all requests from management for information and complete all assigned projects in a timely, accurate manner.
  • Facilitate problem review meetings and post-mortems following major incidents.
  • Act as the main point of contact for escalations related to recurring incidents and systemic issues.
• Continuous Service Improvement:
  • Analyze data and metrics to identify opportunities for improving IT services and reducing incidents.
  • Collaborate with other ITSM processes, including Incident, Change, and Service Level Management, to drive service enhancements.
  • Foster a collaborative culture and promote proactive problem-solving within the IT organization.
• Monitoring and Reporting:
  • Track and report problem management KPIs, such as Mean Time to Identify (MTTI) and Mean Time to Resolve (MTTR).

• Provide insights into recurring incidents and trends to support business decisions.
• Ensure compliance with agreed service levels and governance frameworks.

Your ideal background:

Qualifications:

• 3-5 years of experience an Operational/Service Management/ SIAM

 Competencies

Required:

• Strong understanding of ITIL 4 framework, with a focus on Problem, Incident, Knowledge and Change Management.
• Proficiency in IT service management (ITSM) tools such as ServiceNow.
• Knowledge of IT infrastructure components (e.g., networks, servers, cloud services, applications, databases).
• Experience in root cause analysis (RCA) techniques and problem-solving frameworks.
• Familiarity with DevOps and Agile environments is a plus.

• Excellent analytical and critical-thinking abilities to assess complex IT issues.
• Strong communication and facilitation skills to work with diverse teams and stakeholders.
• Leadership skills to influence and drive resolution across multiple departments.
• Conflict resolution and negotiation skills to align different interests and priorities.
• Ability to remain composed under pressure and work with a sense of urgency.

Desired:

• Knowledge of the ServiceNow ITSM tool or similar enterprise level platform.
• Basic understanding of business processes and the ability to apply that understanding to the TEIS SIAM activities.
• Project management skills and experience are advantageous.
• Understanding of Lean, Agile and DevOps
• Strong organizational and documentation skills with high attention to detail.
• A proactive approach to identifying improvement opportunities.
• Ability to translate technical findings into actionable business insights.
• Experience working in large, enterprise-level IT environments.

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Competencies