Problem manager

Aboout Aeven

Aeven is a leading provider of adaptive digital infrastructure and managed IT services, carrying forward more than 30 years of experience supporting industries where IT simply cannot fail—from life sciences and healthcare to finance, energy, and the public sector. Born out of NNIT and expanded through strategic acquisitions, Aeven combines the reliability of local infrastructure with the flexibility of modern hybrid cloud/open cloud environments. We bridge the gap between stability and adaptability, delivering digital solutions that give our customers a competitive edge while ensuring strict regional compliance and cybersecurity standards.

Curently we are seeking our new problem manager so if you excel in, and get energy from being a lead in Root Cause Analysis and removing problems in advanced infrastructure you might be the perfect fit for us.

Key Responsibilities

• Problem Identification and Recording: Proactively identify and record problems through trend analysis of incident data, service performance metrics, and stakeholder feedback.
• Root Cause Analysis: Lead and facilitate Root Cause Analysis (RCA) sessions with cross-functional teams to identify underlying causes of recurring incidents. Apply structured methodologies such as Kepner-Tregoe, 5 Whys, and Fishbone Analysis.
• Problem Resolution: Coordinate and drive the implementation of permanent solutions, working closely with technical teams to ensure timely and effective resolution.
• Communication and Reporting: Provide regular updates to stakeholders and senior management on problem status, corrective actions, trends, and overall service improvements. Develop and maintain reports and dashboards to track key Problem Management metrics.
• Knowledge Management: Contribute to the continuous improvement of the knowledge base by documenting root causes, resolutions, workarounds, and best practices.
• Process Improvement: Review, evaluate, and enhance Problem Management processes, tools, and governance to align with ITIL best practices and organizational objectives.
• Stakeholder Management: Collaborate with technical teams, service owners, and business stakeholders to ensure alignment, accountability, and successful delivery of corrective actions.

Your Qualifications and Experience

• Good understanding of the ITIL framework; ITIL Foundation certification or higher is preferred.
• Experience in Problem Management, Incident Management, Service Management, or a related IT Operations role.
• Strong analytical and problem-solving skills with experience in conducting and facilitating Root Cause Analysis.
• Advanced Excel skills and experience with data analysis and reporting are considered an advantage.
• Experience with ITSM tools such as ServiceNow is highly desirable.
• Strong communication and stakeholder management skills, with the ability to engage effectively at all organizational levels.
• Fluent in English, both written and spoken.
• Broad understanding of IT infrastructure technologies, including Windows Server, Active Directory, databases, virtualization, networking, SAN, and storage technologies.

Employees benefits

• Up to 6 weeks of paid time off per year
• 5 sick days per year
• Flexible working hours
• Possibility to work from home
• Flexible cafeteria account for leisure (18,000 CZK per year) allowing you to use points for MultiSport, public transport tickets, or contribute to your pension savings
• Meal vouchers in the amount of 200 CZK per workday (Aeven covers 55%)
• Referral bonus (20,000 – 60,000 CZK)
• Free snacks on Mondays and monthly get-togethers
• Free fruits and vegetables every day
• Height-adjustable tables
• Co-working offices in Ostrava and Brno
• Czech language lessons
• Annual flu vaccination for free