IT Problem Manager

Job Purpose

MSC Crociere is looking for an IT Problem Manager. To manage the end-to-end lifecycle of IT problems, driving structured root cause identification and permanent resolution to reduce recurring incidents and improve the stability of MSC Cruises' mission‑critical IT services.

Key Accountabilities

• Manage the end-to-end lifecycle of all IT problems, ensuring timely identification, classification, prioritisation, and formal closure in alignment with business impact.
• Lead and coordinate root cause analysis (RCA) activities using structured methodologies (5 Whys, Ishikawa, Fault Tree Analysis), engaging internal technical teams and external vendors.
• Work with vendors and external service providers to drive problem identification and resolution, ensuring contractual obligations and SLA commitments are met throughout the problem lifecycle.
• Create and maintain the Known Error Database (KEDB), ensuring workarounds and confirmed root causes are accurately documented and accessible to all support tiers.
• Coordinate with Change Management and technical owners to ensure controlled adoption of permanent fixes, monitoring progress and escalating where needed.
• Facilitate post‑incident reviews (PIRs) following major incidents, ensuring findings are translated into concrete preventive actions tracked to effective closure.
• Perform proactive trend analysis on incident and problem data, producing regular management reporting on problem status, recurring patterns, and service‑level trends.
• Actively contribute to the Continuous Service Improvement (CSI) framework by channelling problem management insights into actionable enhancements to IT services and processes.

Qualifications

• 4 to 6 years of proven experience in IT Service Management with direct involvement in Problem Management or Root Cause Analysis in complex, enterprise‑scale environments.
• Experience managing vendors and external service providers in the context of problem investigation and service improvement.
• Fluent in English, oral and written; any additional language is an advantage.
• Solid working knowledge of ITSM platforms, with ServiceNow experience required; familiarity with data analysis and reporting tools.
• Master's degree in Computer Science, Engineering, or equivalent; ITIL Foundation required, with solid knowledge of Problem, Incident, and Change Management processes; ITIL Practitioner is a strong advantage.
• Proven experience with structured RCA methodologies (5 Whys, Ishikawa, Fault Tree Analysis, Kepner‑Tregoe).
• Analytical mindset with the ability to identify trends and systemic issues from large volumes of incident and problem data.
• Effective stakeholder management skills, with a proven track record of driving action and adoption without direct authority.

Visa Requirements

• Right to work in Italy

What We Offer

In compliance with the applicable pay transparency legislation, the following information is provided regarding the initial compensation foreseen for the position.

Contract

• Type of contract: Permanent
• Hybrid working model: 2 days per week remotely
• Applicable Collective Labour Agreement (CCNL): Addetti agli uffici ed ai terminals delle società di navigazione che esercitano l’armamento privato – sez. personale di terra
• Gross annual salary (RAL): between €45,000 and €52,000 gross per year, paid over 14 monthly installments
• Meal vouchers: worth €8 per on‑site working day

The offer in terms of salary will be determined based on the candidate’s professional experience, technical competencies, and the level of autonomy and responsibility assigned to the role.

Welfare & Wellbeing

We offer a range of Welfare & Wellbeing initiatives as well as benefits including Productivity award, Health Insurance, Learning opportunities, flexible working hours, Employee Assistance Programme, Discounts & Partnerships within the MSC group.