Security Problem Process Owner

About the role

The Security Problem Process Owner will establish, own, and maintain the Problem Management process across the MSS Engine platform. You will ensure the process delivers measurable value by focusing on governance, service quality, operational efficiency, and continuous improvement.

Key responsibilities

• Define, own, and continuously improve the Problem Management process and its governance model.
• Translate process requirements into operational procedures, controls, SLAs, KPIs, and reporting frameworks.
• Align Problem Management with related processes such as Incident Management and Change Enablement.
• Act as the central spokesperson and single point of contact for Problem Management within MSS Engine.
• Maintain backlog and Customer Effort Score reporting in partnership with the Head of Customer Experience.
• Monitor operational KPIs, identify systemic issues, and drive process improvements.
• Support root‑cause analysis, trend identification, and collaboration with Incident and Change Process Owners.

Required profile

• Strong understanding of IT Service Management and Problem Management best practices.
• Experience in defining governance models, SLAs, and KPI frameworks.
• Ability to work cross‑functionally with incident, change, and operations teams.
• Excellent analytical and communication skills, with a focus on continuous improvement.

Required skills