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Ad title:
Problem Manager
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Next Gen Technology
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Published: 17 June
/ Deadline: 17 July
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As a technology leader in a future-focused group of companies — including Pulse Point, VibeSync Support, Mountain Breeze, and— Next Gen Technology is at the forefront of digital innovation.
We don`t just build software — we craft smart, scalable solutions that power business success. If you`re passionate about cutting-edge tech, creative problem-solving, and real impact, this is where your next big opportunity begins.
Why We Need You:
As 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 also includes continuous improvement of the problem management process, working closely with technical and business teams.
What You`ll Be Doing:
** Identify, analyze, and manage problems arising from critical and recurring incidents
** Conduct or oversee root cause analysis (RCA) investigations with structured methods such as the 5 Whys, Ishikawa, or Pareto.
** Maintain and update the Known Error Database (KEDB) and coordinate its use by technical teams.
** Liaise with Incident Managers to transition major incidents into problem investigations.
** Conduct post-incident analysis meetings to identify lessons learned.
** Ensure permanent solution implementation along with technical teams / 3rd parties.
** Coordinate with 24x7 support teams to minimize the business impact of problems.
** Propose and implement problem management processes and service quality improvements.
** Identify incident trends to prevent future problems.
** Problem management activities to be carried out as per signed-off Service Level Agreements (SLAs).
** Monitor problem resolution times.
** Prepare and present reports on problem management metrics, including resolution time and impact reduction.
What You Bring to the Team:
** Bachelor`s degree in Computer Science or any related technical field
** ITIL v4 certification. Additional certifications in problem management or quality (e.g., ISO 20000, Lean Six Sigma) are a plus.
** Excellent communication skills in English, both written and spoken.
** Willing to work shifting schedules and 100% onsite.
** Minimum 3 years in problem management experience in complex and global IT environment
** Proficiency in managing problems covering infrastructure, applications, and networks
** Familiarity with Jira ITSM tool.
** Advanced knowledge of root cause analysis methodologies and problem-solving techniques.
** Knowledge of IT architectures (servers, networks, databases, applications).
** Experience in collaborating with Change Management teams to implement corrective solutions.
Why You`ll Love Working With Us:
** A culture of respect and belonging - We believe great work happens when everyone feels seen, heard, and valued.
** Inclusive and diverse environment - Different voices make us stronger. We celebrate who you are and what you bring to the table.
** Growth-driven mindset - Your development matters. We invest in your learning and career advancement every step of the way.
** Comprehensive health insurance - Your well-being comes first. Enjoy peace of mind with robust medical coverage.
** Fully covered meal expenses - Fuel your day with delicious meals, on us.
** Premium gym partnerships - Stay active and healthy with access to top-tier fitness facilities through our exclusive wellness partners.
If you`re excited about this opportunity and ready to join our international team, we`d love to hear from you. Please send your CV/resume to ta@nextgentech.com.ge and make sure to include the position title in the subject line. Due to the high volume of applications, our Talent Acquisition Team may not be able to respond immediately. However, shortlisted candidates will be contacted for the first interview within the coming weeks. We appreciate your interest and patience.
Privacy Notice - Processing of Personal Data:
By submitting your application, you consent to the processing of personal data as defined under the Law of Georgia on Personal Data Protection. Next Gen Technology Georgia LLC (Company ID: 405733426) will process your data exclusively for recruitment purposes. Your data will be stored securely for a maximum of 3 (three) years. If at any point you wish to have your data removed from our systems before the standard retention period of three years, you may request deletion by contacting us at ta@nextgentech.com.ge . Upon receiving your request, Next Gen Technology Georgia LLC will ensure your data is securely and permanently deleted in accordance with applicable data protection laws.
Diversity & Inclusion Statement:
At Next Gen Technology Georgia LLC, we are proud to be an equal-opportunity employer. We are committed to fostering an inclusive workplace where diversity is celebrated. We do not discriminate based on race, color, ethnicity, religion, gender, age, disability, sexual orientation, marital status, or political opinion. Employment decisions are based solely on merit, qualifications, and business needs.
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