Problem Manager

About the role

Bamboohr is seeking a dedicated Problem Manager to join their team in Yerevan on a contract basis. In this role, you will serve as the central coordinator for identifying, documenting, tracking, and resolving technical and operational problems across the organization. The Problem Manager owns the full lifecycle of problem management, ensuring that every issue is properly categorized, prioritized, and communicated to the right stakeholders at the right time. You will work closely with engineering, product, and support teams to investigate root causes, drive systemic improvements, and prevent the recurrence of known issues. This position requires someone who thrives in a structured yet dynamic environment and can balance analytical rigor with practical execution.

Key facts

What you'll do

• Own the complete lifecycle of problem management from initial detection and logging through categorization, prioritization, and final resolution tracking
• Coordinate with cross-functional engineering, product, and support teams to investigate root causes of recurring technical and operational issues
• Maintain accurate, detailed, and up-to-date records of all known problems in the designated tracking and service management system
• Prioritize problems based on business impact, severity levels, and urgency to ensure that critical issues receive immediate attention
• Generate regular status reports, dashboards, and trend analyses to communicate problem metrics to leadership and cross-team stakeholders
• Facilitate post-incident review sessions and contribute to corrective action plans with engineering and development teams
• Develop, document, and continuously refine problem management processes to improve efficiency and reduce mean time to resolution
• Act as the primary liaison between operations teams and development teams during critical issue investigations and escalation scenarios
• Identify patterns, trends, and recurring themes in reported problems to recommend preventive measures and long-term systemic fixes
• Ensure that all problem management activities comply with internal service management standards, governance requirements, and documentation policies

Requirements

• Demonstrable experience in a problem management, incident management, or IT service management role within a software or technology organization
• Strong working knowledge of ITIL frameworks and established problem management best practices and methodologies
• Proven ability to analyze complex technical issues and drive them to resolution across multiple teams and departments
• Excellent organizational skills with the capacity to manage a high volume of concurrent problems and competing priorities
• Strong written and verbal communication skills for preparing clear reports and engaging effectively with diverse stakeholders
• Hands-on experience working with issue tracking platforms and service management tools in a professional setting
• A degree in computer science, information technology, or a related technical field is preferred but not strictly required
• Self-motivated and disciplined, with the ability to work independently and maintain productivity in a contract engagement

Nice to have

• Familiarity with agile and DevOps practices in a fast-paced software development and delivery environment
• Experience with automation tools and scripting for problem detection, triage, and escalation workflows
• Knowledge of cloud infrastructure platforms and microservices architectures commonly used in modern software systems
• Prior background in the gaming, fintech, or SaaS industry with exposure to high-availability service environments

Skills & tools

• ITIL Foundation certification or equivalent demonstrated knowledge of service management frameworks and processes
• Proficiency with widely used issue tracking and service management platforms such as Jira, ServiceNow, or comparable tools
• Experience with root cause analysis methodologies, diagnostic techniques, and structured problem-solving frameworks
• Familiarity with monitoring, logging, and observability platforms for proactive identification of emerging problems
• Strong analytical thinking with the ability to interpret data, identify trends, and translate findings into actionable recommendations
• Competence in standard office productivity, reporting, and collaboration software for day-to-day documentation and communication

Practical notes

• This is a contract position based in the Yerevan office with a defined engagement period and scope of work
• The role requires regular collaboration with distributed teams that may be located across different time zones and regions
• Candidates should be prepared to participate in on-call rotation for critical issue escalation during high-severity incidents
• Contract terms, engagement duration, and compensation details will be discussed and finalized during the interview process
• The hiring process may include a technical screening, a practical case study exercise, and multiple rounds of interviews with various team members
• Bamboohr values candidates who demonstrate clear communication, structured thinking, and a consistent track record of solving complex problems