Problem Manager

Job Description

Take the lead in managing end-to-end problem-solving for major or frequent service disruptions. Guide and moderate root cause investigations, using data from incident reports, monitoring systems, bridge call records, logs, vendor feedback, and discussions with key stakeholders. Create precise timelines, pinpoint contributing aspects, record a single validated root cause with supporting proof, and monitor unresolved issues with incomplete evidence. Deliver superior post-incident and problem examination reports for technical, operational, and executive audiences. Champion corrective measures, preventative actions, lessons learned, and continuous enhancement efforts to ensure completion. Collaborate closely with Incident Management, Change Management, Operations, Engineering, and service managers to decrease recurring failures and boost resilience. Track trends across incidents and problems to spot recurring patterns, systemic shortcomings, and possibilities for service improvement. Contribute to service review discussions and ensure performance, availability, and operational commitments are fulfilled. Offer operational insights to change planning, service improvement projects, and related program tasks as necessary.

Qualifications

1. A bachelor's degree with 8–12 years of relevant experience, or a master's degree with 6–10 years of relevant experience. 2. Relevant experience may be considered in lieu of a degree. 3. Experience in Problem Management, Major Incident Management, Service Operations, or related ITSM functions in a complex enterprise environment. 4. Demonstrated experience facilitating root cause analysis and driving corrective actions across multiple teams. 5. Strong written and verbal communication skills, including the ability to present technical issues clearly to leadership and stakeholders. 6. Strong collaboration, coordination, and conflict management skills. 7. Ability to work independently in a dynamic environment while maintaining strong follow-through and accountability. 8. Practical technical familiarity with enterprise infrastructure and operations, with working knowledge in several of the following areas: Windows, Linux, UNIX, networking, firewalls, middleware, storage, mainframe, cloud operations, or data center operations.

Benefits

- Health and Wellness programs - Income Protection - Paid Leave - Retirement