At Sincratek, we believe reliable technology starts with people, systems, and support working in sync.

We provide technology support and operations services designed to keep businesses running smoothly around the clock. Our teams work across service desk operations, technical support, system and alert monitoring, incident and request management, application support, user administration, and access management, delivering dependable support at every step.

If you are passionate about technology, problem-solving, delivering excellent support, and working in a collaborative environment, we would love to hear from you.

About the Role

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 includes continuous improvement of the problem management process, working closely with technical and business teams to drive service quality and operational stability.

Key Responsibilities

Identify, analyse, and manage problems arising from critical and recurring incidents

Conduct or oversee root cause analysis (RCA) investigations using structured methods such as the 5 Whys, Ishikawa, or Pareto analysis

Maintain and update the Known Error Database (KEDB) and coordinate its use by technical teams

Liaise with Incident Managers to transition major incidents into formal problem investigations

Conduct post-incident analysis meetings to capture lessons learned and prevent recurrence

Ensure permanent solution implementation in coordination with technical teams and third-party providers

Coordinate with 24x7 support teams to minimise the business impact of ongoing problems

Propose and implement problem management process improvements and service quality enhancements

Identify incident trends and patterns to proactively prevent future problems

Carry out problem management activities in accordance with signed-off Service Level Agreements (SLAs)

Monitor problem resolution times and hold teams accountable to agreed timelines

Prepare and present reports on problem management metrics, including resolution time and impact reduction

Qualifications & Experience

Bachelor’s degree in Computer Science or a related technical field

Minimum 3 years of experience in problem management within complex, global IT environments

ITIL v4 certification; additional certifications in problem management or quality (e.g., ISO 20000, Lean Six Sigma) are a plus

Advanced knowledge of root cause analysis methodologies and structured problem-solving techniques

Proficiency in managing problems spanning infrastructure, applications, and networks

Knowledge of IT architectures including servers, networks, databases, and applications

Experience collaborating with Change Management teams to implement corrective solutions

Familiarity with Jira ITSM or similar service management tooling

Excellent written and verbal communication skills in English

Willingness to work shifting schedules and 100% on-site

What We Offer

Competitive compensation package.
Professional growth and development opportunities.
Exposure to international teams and technology environments.
Collaborative and supportive company culture.
Opportunity to work within a growing technology operations organization.
Hands-on experience with modern systems, tools, and operational processes.

Equal Opportunity Employer

Sincratek is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from qualified candidates regardless of race, ethnicity, gender, age, disability, religion, sexual orientation, or background.

Job Title

Join Sincratek and be part of a technology team keeping systems, operations, and people in sync. Grow your career while delivering reliable technology support in an international environment.