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Problem Manager

Wednesday, July 10, 2024

Position Details

About the Role:

This position is based in Port Moresby and reports to the Senior System & Development Manager. The successful incumbent is responsible to provide support to the Senior Manager Service Management Office for all aspects of the management of the Problem Management process and also ensuring applicable Governance controls found within the IT Service Management Policy.

Key Deliverables:
  • Is responsible for directing day to day activities of the Problem Management process to ensure services meet BSP Customer and User expectations.
  • Has overall accountability for Problem Management activities and interface with Major Incidents, Change Management and Knowledge Management to achieve permanent resolutions of problems providing reliability and availability of IT Services and associated components.
  • Responsible to work with SMEs to resolve and control the root causes of incidents caused by errors within the IT infrastructure. Problem Management also work to prevent the recurrence of these incidents.
  • Ensure current and appropriate process manuals and guidance for staff for all aspects exist and are available.
  • Provide monthly performance reports on the effectiveness of Problem Management activities.
  • Conduct Problem review meetings with operational staff to discuss resolutions to root cause.
  • Support the Services in operations in terms of Service Problem resolutions, in a cost justified and business focused manner.
  • Define and own the ITSM Service Operation Processes of Problem Management.
  • Ensure that Continual Service Improvement is in place for all the ITSM processes (Problem management).
  • Initiate any actions necessary to improve or maintain levels of service.
  • Ensure Problem Management process information is effectively and accurately communicated or broadcasted to relevant stakeholders.
Essential Qualifications, Professional/Skills and Experience:
  • Bachelor’s Degree in IT or related fields.
  • Minimum of ITIL Foundation Qualification with Service Operations course.
  • At least Foundation level Technical IT Certification in IT Communications, Servers/IT Infrastructure, or Applications/Systems development technologies or similar.
  • Strong technical knowledge in at least one of the following:
    • Microsoft Server build, installation, monitoring and support
    • Data Networking and communication technology
    • Business Application design, development, implementation and support.
  • Strong skills in negotiation and people management processes.
  • Strong communication skills both written and verbal.
  • Intermediate understanding of Risk management and its role within and IT environment.
  • Minimum of 5 years’ experience as an IT Engineer within a large and dispersed IT organisation.
  • 2-3 years’ experience in IT Services IT Problem Management and/or Major Incident Management activities.

If you think you have the appropriate skills and experience to perform this role, send your application and detailed CV to:

The Head of Talent Management, BSP Human Resources via email jobs@bsp.com.pg

Please contact us should you require additional information. Only shortlisted applicants will be contacted for interviews.  


Applications close on Wednesday, 24 July, 2024.


Problem Manager

Reference No



Port Moresby, Papua New Guinea