You’ll own the full problem lifecycle from the moment an issue is flagged through root cause identification, remediation, and closure. You’ll lead structured investigations, manage the problem backlog, and keep tight integration with incident, change, and release processes - so the same problem never costs the organization twice.

• Own end-to-end problem lifecycle management: detection, logging, investigation, remediation, and closure
• Lead technical root cause investigations using methods like 5 Whys, fishbone diagrams, and timeline analysis
• Analyze incident trends, recurring outage patterns, and monitoring data to get ahead of problems before they escalate
• Maintain a known error database and problem knowledge base so workarounds and lessons learned are documented, accessible, and reused
• Coordinate with change management to plan, test, and validate fixes before and after production deployment
• Track key metrics - recurring incident counts, mean time to resolve, backlog aging - and use them to drive real service improvement
• Communicate root causes and remediation plans clearly to technical teams, service owners, and business stakeholders

• 4-7 years in problem management, incident management, or related IT operations roles
• Bachelor’s in IT, Computer Science, Business Administration, or equivalent experience
• Strong grounding in ITIL-aligned problem management principles and best practices
• Hands-on experience with problem and incident management tools and conducting formal root cause analyses
• Sharp analytical and communication skills - you can manage a busy problem backlog and still keep stakeholders clearly informed
• Active Secret security clearance required

Bonus points for

• Experience in highly regulated federal IT environments
• ITIL Foundation certification or Certified Problem Manager credential

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