Jobid=634537932538906416 (0.0304)
This role is critical in enabling the transition from a reactive incident management approach to a proactive, insight-driven problem management model, ensuring long-term resolution of underlying issues and improved service performance.What We Are Looking ForStrong experience in ITIL Problem Management / IT Service ManagementProven track record in RCA, major incident analysis, and service improvement initiativesExperience working in complex, multi-vendor IT environmentsStrong analytical mindset with ability to derive actionable insights from dataExcellent communication skills for stakeholder engagement at all levelsProactive, structured, and results-driven professionalWhat You BringA passion for moving organizations from reactive firefighting to proactive problem preventionAbility to influence stakeholders and drive sustainable improvementsStrong ownership mindset with focus on outcomes and service stabilityOur OfferAt Canon EMEA, you will be part of a dynamic and evolving IT organization, working at the heart of business-critical services, with opportunities to:Drive real impact on service performance and business continuityCollaborate across international teams and leading technology partnersContribute to innovation and operational transformation initiativesCanon Core Behaviours
– Drive for results
– Focus on the Customer
– Take ownership and accountability
– Act as a team player
– Shows courage and conviction
– People orientated
– Caring for self and othersJob Family : IT DevelopmentGrade : 13Key ResponsibilitiesProblem Management Ownership
– Lead and own the end-to-end Problem Management lifecycle (identification RCA fix closure)
– Conduct and govern Root Cause Analysis (RCA) for major and recurring incidents
– Drive permanent resolution of underlying issues, reducing incident recurrenceService Stability & Continuous Improvement
– Perform trend analysis to identify recurring issues and systemic improvements
– Drive initiatives that improve service reliability, resilience, and performance
– Manage and prioritize the problem backlog and remediation pipelineGovernance & Delivery Oversight
– Ensure strong governance of fix delivery, including validation and effectiveness tracking
– Work closely with internal teams and vendors to ensure accountability for resolution
– Support a lean operating model by improving efficiency through structured processesMulti-Vendor Collaboration
– Operate within a multi-vendor environment, ensuring alignment across partners
– Drive collaborative resolution of complex cross-domain issues
– Ensure effective communication and coordination across all stakeholdersReporting & Executive Visibility
– Provide data-driven insights and reporting to senior leadership (CIO / SteerCo level)
– Prepare monthly and quarterly performance reports including risks, trends, and improvement actions
– Support decision-making with actionable insightsWhy This Role Matters
– Enables reduction in recurring incidents and operational disruptions
– Strengthens governance and visibility of root causes
– Improves vendor accountability and service quality
– Contributes to business continuity and revenue protection through stable IT servicesFull timePosting Date: 2026-07-23
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