IT Problem Manager

The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in discovery pharmacology, forensics, advanced material sciences and agroscience contract research services.

In over 35 years, Eurofins has grown from one laboratory in Nantes, France to 62,000 staff across a decentralized and entrepreneurial network of ca. 900 laboratories in 62 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2023, Eurofins generated total revenues of EUR 6.7 billion, and has been among the best performing stocks in Europe over the past 20 years.

We are seeking a detail-oriented and analytical professional to join our IT team as a Problem Manager. This individual will take ownership of our Problem Management process, performing deep root cause analyses (e.g., 5 Whys, Fishbone Diagram) and driving the resolution of open problems to improve service reliability, reduce recurring incidents, and enhance system performance.

Key responsibilities :

1. Problem Management Process
   • Manage and drive the ITIL-compliant Problem Management lifecycle, including problem identification, logging, categorization, prioritization, investigation, and resolution.
   • Coordinate cross-functional teams to identify and analyze recurring incidents and implement permanent fixes.
2. Root Cause Analysis (RCA)
   • Lead thorough and structured RCAs using engineering methodologies such as the 5 Whys, Fishbone Diagrams, and Failure Mode and Effects Analysis (FMEA).
   • Document and communicate findings clearly, ensuring they are actionable and aligned with business priorities.
3. Problem Solving
   • Develop and propose practical, data-driven solutions to eliminate the root causes of problems.
   • Work closely with Change Management and Development teams to ensure that corrective actions are deployed effectively and monitored for success.
4. Collaboration and Reporting
   • Collaborate with Incident Management, Operations, and Engineering teams to ensure seamless handoff between incidents and problems.
   • Produce problem management reports with key metrics, including root cause trends, Mean Time to Repair (MTTR), and problem backlog status.
5. Continuous Improvement
   • Identify opportunities to improve the Problem Management process itself, leveraging tools, automation, and best practices.
   • Advocate for a culture of proactive problem prevention through improved monitoring, testing, and resilience practices.

Technical Skills

• Strong understanding of ITIL Framework, with a focus on Incident, Problem, and Change Management.
• Experience conducting RCAs using 5 Whys, Ishikawa/Fishbone Diagrams, and other structured problem-solving methods.
• Proficiency with ITSM tools like ServiceNow, Jira Service Management, or equivalent.
• Background in engineering disciplines such as Systems Engineering, Software Development, or Network Engineering is a strong plus.
• Familiarity with monitoring tools like Splunk, Datadog, or Nagios to investigate systemic issues.

Soft Skills

• Exceptional analytical and critical thinking skills.
• Strong facilitation and stakeholder engagement capabilities, able to manage conversations with both technical teams and business leaders.
• Excellent written and verbal communication skills to translate technical findings into business-relevant insights.
• Ability to work under pressure and manage competing priorities effectively.

Experience

• 5+ years in IT Problem Management, Incident Management, or a similar role in a mid-to-large scale IT environment.
• Proven track record of reducing open problems and improving system reliability.
• Industry certifications such as ITIL Foundation or higher (e.g., ITIL Practitioner or Managing Professional).

Educational Background

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Advanced certifications in engineering thinking (e.g., Lean Six Sigma) are a bonus.

• Availability to respond to high-priority problems outside regular hours when necessary.
• Experience in automating root cause identification using tools like AI Ops or advanced analytics tools is a significant plus.