Hybrid Senior IT Problem Manager

at Luminor Group

• Job title: Senior IT Problem Manager
• Job type: Full Time
• Experience level: Senior
• Salary: €3,060 - €5,080 per month
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, Cyber Security, ITSM, ServiceNow
• Location requirements: Hybrid, Tallinn, Estonia

About the role

• IT Problem Manager driving the IT Problem Management process at Luminor. Leading investigations, root cause analyses, and collaborations for compliance and operational efficiency.

Responsibilities

• Serve as the primary advocate and driver of the IT Problem Management process, ensuring its efficiency and maturity
• Lead technical investigations and conduct comprehensive root cause analyses (RCA) in coordination with relevant technical teams
• Monitor the implementation of corrective actions based on RCA outcomes and ensure accountability
• Oversee and align Problem, Incident, and Change Management processes in accordance with governance and compliance standards
• Collaborate with the Process Owner to define and refine workflows, responsibilities, and performance metrics
• Prepare regular reports on IT operational performance, risk, and compliance for senior management and regulatory stakeholders
• Evaluate the effectiveness of IT operations activities and recommend enhancements
• Foster a culture of collaboration, accountability, and continuous improvement within the IT Operations function

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field; a Master’s degree is considered an advantage
• ITIL Foundation or intermediate-level certification is preferred
• Significant experience in IT Service Management with a strong understanding of ITIL or equivalent frameworks
• Proven ability to lead root cause analyses and work closely with technical stakeholders
• Experience and understanding of IT infrastructure, cloud computing, application development, cybersecurity, and database management
• Hands-on experience with ITSM tools such as ServiceNow, JIRA, and monitoring platforms
• Advanced proficiency in MS Office
• Excellent communication, analytical, and problem-solving skills
• Fluent English is required in spoken and written communication due to working on the Pan-Baltic level

Benefits

• Flexibility. Flexible working hours, Hybrid work, and the possibility to work from anywhere in the EU, Iceland, Switzerland, and the UK (in total 90 days per year)
• International teams. Teams that go outside Pan-Baltic borders, where people value challenging work together with good humor and having fun
• Culture. You’ll be joining a team where things move fast, ideas flow freely, and change is part of the everyday. It’s a dynamic environment that keeps you learning, growing, and never bored
• More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more
• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes
• Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year
• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states, as well as Health days in case of your absence due to sickness without a doctor's note needed
• Wellbeing. Access to tools and resources that help you feel good and be productive at work and in life
• Professional growth. Internal and external training programs, LinkedIn learning, workshops, conferences, online training, etc
• Special Offer for Luminor products & services. Enjoy special offers & pricing for products and services provided by Luminor