Problem Manager (NATO NCIA)

Mons, Belgium, Sapienza Consulting [AAS5305]

Field(s) of expertise
Information Technology Project and Service Management
Job type

About this job

Sapienza Consulting is recruiting a Problem Manager to work at NATO NCIA in Mons, Belgim.


With guidance from Monitoring, Analysis and Reporting (MAR) Section Head, incumbent executes Problem Process Manager tasks:

  • Responsible to Process Owner for Problem Management Process and its operation
  • Working with NCI Agency Service Lines and other process managers to ensure problems are efficiently processed and resolved
  • Is responsible for analysing incidents for potential problems
  • Is responsible for conducting the review of incident records to make initial problem assessment
  • Is responsible for reviewing problems to ensure their correct categorization and prioritization
  • Is responsible for the delivery of Root Cause Analysis and problem resolution within given targets
  • Is responsible for acting as an escalation point to expedite problem resolution
  • Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors
  • Ensures the Problem Management Key Performance Indicators are reported and their targets met
  • Produce Problem Management activity reports and provide recommendations for senior management review and approval
  • Reporting to senior management, problems with a high and major impact to NCI Agency and Customer
  • Reporting to senior managers any problem that has potential to significantly impact services;
  • Initiates Problem Management after closure of a major incident
  • Establishes a cross functional team, when required, to resolve a problem traversing multiple NCI Agency Service Lines and/or identify lessons that can feed Continual Service Improvement
  • Assisting in the alignment and maintenance of the service management toolset module to support Problem Management
  • Maintain Problem Management Standard Operating Procedures and Work Instructions
  • Owns and maintains the quality of information in the Known Error Database
  • Ensuring that known errors and workarounds are available for transition of new service and allowing Operations Centre to react appropriately in response to an incident
  • Formally closing all problem records
  • Initiates Request for Change to resolve problems
  • Monitors progress on resolution of known errors and advising incident management staff on best available workaround for incidents
  • Provides Problem Management toolset training
  • Builds awareness of the Problem Management process throughout NCI Agency and Customer base


  • Required Security Clearance: NATO Secret
  • University degree in Computer Sciences, preferably in Information Technology or equivalent combination of appropriate qualifications + at least 2 years relevant experience.
  • Working experience in Problem Manager role
  • Detailed knowledge of Service Management principles
  • Has sound understanding of typical roles and responsibilities in Service Management (i.e. Incident/Problem/Change Manager, etc.
  • Experience in working in a matrix organization
  • Excellent communication skills, both written and oral
  • Ability to develop presentation materials and papers from concept
  • ITIL v3 or higher Certificate (foundation at least)
  • Service Operation Certified
  • PRINCE 2 Certificate (foundation at least)


Candidates must be eligible to work in the EU

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