ph3Job Purpose /h3 pMSC 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.
/p h3Key Accountabilities /h3 ul liManage the end-to-end lifecycle of all IT problems, ensuring timely identification, classification, prioritisation, and formal closure in alignment with business impact.
/li liLead and coordinate root cause analysis (RCA) activities using structured methodologies (5 Whys, Ishikawa, Fault Tree Analysis), engaging internal technical teams and external vendors.
/li liWork with vendors and external service providers to drive problem identification and resolution, ensuring contractual obligations and SLA commitments are met throughout the problem lifecycle.
/li liCreate and maintain the Known Error Database (KEDB), ensuring workarounds and confirmed root causes are accurately documented and accessible to all support tiers.
/li liCoordinate with Change Management and technical owners to ensure controlled adoption of permanent fixes, monitoring progress and escalating where needed.
/li liFacilitate post?incident reviews (PIRs) following major incidents, ensuring findings are translated into concrete preventive actions tracked to effective closure.
/li liPerform proactive trend analysis on incident and problem data, producing regular management reporting on problem status, recurring patterns, and service?level trends.
/li liActively contribute to the Continuous Service Improvement (CSI) framework by channelling problem management insights into actionable enhancements to IT services and processes.
/li /ul h3Qualifications /h3 ul li4 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.




/li liExperience managing vendors and external service providers in the context of problem investigation and service improvement.
/li liFluent in English, oral and written; any additional language is an advantage.
/li liSolid working knowledge of ITSM platforms, with ServiceNow experience required; familiarity with data analysis and reporting tools.
/li liMaster'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.
/li liProven experience with structured RCA methodologies (5 Whys, Ishikawa, Fault Tree Analysis, Kepner?Tregoe).
/li liAnalytical mindset with the ability to identify trends and systemic issues from large volumes of incident and problem data.
/li liEffective stakeholder management skills, with a proven track record of driving action and adoption without direct authority.
/li /ul h3Visa Requirements /h3 ul liRight to work in Italy /li /ul h3What We Offer /h3 pIn compliance with the applicable pay transparency legislation, the following information is provided regarding the initial compensation foreseen for the position.
/p h3Contract /h3 ul liType of contract: Permanent /li liHybrid working model: 2 days per week remotely /li liApplicable Collective Labour Agreement (CCNL): Addetti agli uffici ed ai terminals delle società di navigazione che esercitano l'armamento privato – sez.
personale di terra /li liGross annual salary (RAL): between €45,000 and €52,000 gross per year, paid over 14 monthly installments /li liMeal vouchers: worth €8 per on?site working day /li /ul pThe 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.
/p h3Welfare Wellbeing /h3 pWe 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.
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📌 It Problem Manager (Napoli)
🏢 Msc Cruises
📍 Napoli