Problem Manager, Sr

• Lead the full problem lifecycle, including logging, categorization, prioritization, investigation, root cause analysis, workaround definition, permanent fix implementation, and closure.
• Apply ITIL-aligned problem management practices, tightly integrating with incident, change, and configuration management so investigations and changes are traceable and controlled.
• Drive complex root cause analysis using structured techniques (for example, 5 Whys, fault tree or component impact analysis) and translate findings into corrective and preventive actions.
• Establish and manage problem queues and prioritization criteria, ensuring that high-impact, high-value problems receive focused cross-functional attention.
• Facilitate multidisciplinary problem review meetings, coordinate technical and business stakeholders, and drive consensus on remediation approaches and risk tradeoffs.
• Define, track, and report problem management KPIs and metrics, such as problems with identified root cause, permanent fix rate, and reduction in repeat incidents, using them for continuous improvement.
• Build and maintain a knowledge base and known error database that improves incident resolution times and reduces operational noise.
• Influence and collaborate with senior leaders, service owners, and engineering teams to align remediation activity with strategic initiatives and planned change windows., Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM’s overall compensation and benefits package for employees.

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant experience.
• Typically 8+ years of experience in IT service management or operations roles with primary accountability for leading problem management and root cause elimination at scale.
• Deep understanding of problem management principles, frameworks, and best practices (for example, ITIL) and proficiency with problem/incident management tools.
• Demonstrated excellence in root cause analysis, corrective action planning, and management of multiple concurrent problems.
• Strong communication and interpersonal skills, with ability to engage both technical and non-technical stakeholders and influence decisions.
• Candidates must possess a current secret security clearance.

Preferred Qualifications

• Hands-on leadership experience running an enterprise or government ITSM problem management function, in collaboration with major incident and change management leads.
• Advanced ITIL or problem-management-focused certifications (for example, ITIL Intermediate/Expert, Certified Problem Manager)., The physical requirements described in “Knowledge, Skills and Abilities” above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, “light office duties’ or “lifting up to 50 pounds” or “some travel” required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.