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Problem manager skills for your resume and career

Updated January 8, 2025

5 min read

Quoted expert

Ehsan Sheybani Ph.D.

Below we've compiled a list of the most critical problem manager skills. We ranked the top skills for problem managers based on the percentage of resumes they appeared on. For example, 10.5% of problem manager resumes contained infrastructure as a skill. Continue reading to find out what skills a problem manager needs to be successful in the workplace.

15 problem manager skills for your resume and career

1. Infrastructure

Infrastructure includes the organizational and physical structures needed to run an area or a society smoothly. It is a group of basic facilities required for any society or firm to run sustainably and efficiently. The infrastructural system is a high investing area and helps majorly in flourishing the economy and prosperity of a country. It is an underlying system needed for ensuring the safety and comfort of the public and to run a country smoothly. All the tasks needed to be performed for a flourishing economy and a happy and healthy public are included in infrastructure.

Here's how problem managers use infrastructure:

Coordinated and implemented Problem Management processes and quality following the Information Technology Infrastructure Library (ITIL) guidelines.
Facilitated meetings with application and infrastructure support and service teams to find solutions for recurring incidents.

2. RCA

Here's how problem managers use rca:

Standardized categorization of incidents between RCA process and MI process for cleaner analysis.
Created and authored over 130 Root Cause Analysis (RCA) reports to CGI Business Unit Partners and Senior GIS Management.

3. Identify Trends

Identify Trends refers to the act of analyzing recent history and determining how the history connects. This is commonly seen in social media, where trends may be different challenges completed to raise awareness for an organization or disease, or it may be a purchasing trend to determine what product will most likely sell next.

Here's how problem managers use identify trends:

Track Open and Aged Incidents daily and identify trends.

4. Trend Analysis

Trend Analysis is the process of studying large chunks of data to predict a future outcome. Experts use trend analysis to identify if performing any task can be hazardous in the health and safety industry. The process could also determine the benefits and downsides of action in any work industry. If a process has been fruitful in the past, the company can follow it to increase success chances.

Here's how problem managers use trend analysis:

Performed trend analysis for proactive Problem Management.
Delivered trend analysis, passive and proactive management of technical problems, and coordinating technical resources to resolve problems.

5. Proactive Problem

Here's how problem managers use proactive problem:

Managed Proactive Problem Management for trending and analysis in order to reduce non actionable incident and event volume in customer environments.
Conducted proactive problem management through incident trending, problem identification, root cause analysis and solution implementation.

6. Process Improvement

Here's how problem managers use process improvement:

Guided the implementation of a large scale, enterprise-wide system implementation and business process improvement initiative.
Have developed and implemented numerous process improvements advancing proactive / reactive Problem Management policies and practices.

7. Customer Satisfaction

Here's how problem managers use customer satisfaction:

Continued to seek opportunities to increase customer satisfaction and deepen client relationships.
Perform customer satisfaction analysis, reporting, and actions for improving satisfaction.

8. ITSM

Here's how problem managers use itsm:

Developed online ITSM training using the ServiceNow Knowledge Management module.
Worked with Enterprise ITSM teams on designing and implementing a new enterprise system or record, BMC Remedy.

9. Corrective Action

Here's how problem managers use corrective action:

Performed Root Cause Analysis and facilitated solutions for Corrective Action.
Developed effectiveness checks to ensure implemented corrective actions are sustained.

10. Problem Management

Here's how problem managers use problem management:

Participated in regular problem management meetings with Application, Business, and Development areas to monitor progress of error resolution tasks.
Lead problem management discussions; manage process responsibilities through final resolution among internal teams, service providers and third party contractors.

11. Service Improvement

Here's how problem managers use service improvement:

Designed and implemented service improvement and tracking programs.
Drive and lead SIP (Service Improvement Plan) process for needed services.

12. KPIs

Here's how problem managers use kpis:

Attended senior management meetings to provide program updates and metrics on KPIs.
Generate monthly KPIs and reports.

13. Level Agreements

Here's how problem managers use level agreements:

Utilized SNMP to configured monitoring systems to monitor metrics based upon service level agreements.
Gather, compile and report metric information related to service levels, system performance and contract service level agreements.

14. Remedy

Here's how problem managers use remedy:

Gathered and reviewed standard operating procedures, system requirements and interviewed the new Remedy Users.
Ensured Remedy Alert Notification and escalations are handled and routed immediately.

15. Critical Incidents

Here's how problem managers use critical incidents:

Led critical incident conference calls to ensure all teams responsible for resolution of system issues were working together efficiently and effectively.
Created and presented executive summaries and updates for major problems which arose from critical incidents.

What skills help Problem Managers find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on problem manager resumes?

Ehsan Sheybani Ph.D.

Professor, University of South Florida

Analytical and problem-solving skills, Strong technical skills, The ability to work well under pressure, attention to detail, teamwork skills, organization and time management, interpersonal and communication skills, management and leadership skills.

Do you want to know more?

List of problem manager skills to add to your resume

The most important skills for a problem manager resume and required skills for a problem manager to have include:

Infrastructure
RCA
Identify Trends
Trend Analysis
Proactive Problem
Process Improvement
Customer Satisfaction
ITSM
Corrective Action
Problem Management
Service Improvement
KPIs
Level Agreements
Remedy
Critical Incidents

Problem Resolution
Known Errors
SLA
Incident Management
Configuration Management
Technical Issues
Production Environment
Technical Support
Incident Resolution
Problem Tickets
Subject Matter Experts
ITIL
Management Activities
SharePoint
Executive Management

Sigma
Knowledge Database
MTTR
Incident Reports
Level Support
SME
Service Level Management
Cab
End User Experience
Virtualization
Advisory Boards
Service Availability
CMDB
Windows
Mainframe

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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