Senior Problem Manager / Problem Manager

1. Lead the end-to-end Problem Management lifecycle, ensuring problems are identified, investigated, prioritized, documented, and resolved in accordance with enterprise standards and governance requirements.
2. Facilitate and coordinate root cause analysis (RCA) efforts for significant incidents, recurring incidents, and systemic service disruptions, ensuring causes are accurately identified and corrective actions address underlying issues rather than symptoms.

3. Drive the identification, creation, and management of problem records arising from incidents, trend analysis, operational events, audit findings, risk reviews, and proactive service improvement activities.

4. Establish accountability for corrective and preventive actions, tracking remediation efforts through completion and escalating barriers, risks, and missed commitments to leadership when necessary.
5. Perform proactive problem identification through analysis of incident trends, repeat failures, service instability, defects, technical debt, and operational risk indicators to prevent future disruptions.
6. Partner with engineering, infrastructure, application support, production services, change management, and risk teams to eliminate recurring issues and improve overall service stability.
7. Govern Problem Management processes, standards, policies, and procedures to ensure consistent execution, data quality, documentation quality, and compliance with enterprise expectations.
8. Develop and maintain Problem Management reporting, including metrics related to problem volume, aging, recurring incidents, root cause completion, corrective action effectiveness, and risk reduction outcomes.
9. Identify systemic weaknesses, control gaps, and recurring failure patterns and recommend strategic improvements that reduce operational risk and improve resiliency.
10. Communicate problem status, root cause findings, remediation progress, and risk exposure to stakeholders at all organizational levels, including executive leadership.
11. Support continuous improvement initiatives that strengthen operational discipline, improve root cause quality, increase corrective action effectiveness, and enhance service reliability.

1. Bachelor’s degree in Information Systems, Computer Science, Engineering, Business, or related field, or equivalent combination of education and experience.
2. 5+ years of experience in Problem Management, Incident Management, IT Service Management, Technology Operations, Service Reliability, or Operational Risk.
3. Demonstrated experience leading or coordinating root cause analysis investigations in complex enterprise environments.
4. Experience managing corrective action plans, remediation programs, or service improvement initiatives through completion.

5. Strong understanding of operational risk management, service stability, and technology governance practices.

6. Experience developing executive-level reporting and presenting findings, risks, and recommendations to senior leadership.
7. Demonstrated ability to influence cross-functional stakeholders and drive accountability without direct authority.
8. Strong written and verbal communication skills with the ability to translate technical issues into business impacts and risk outcomes., Problem Management * Expert knowledge of Problem Management principles, practices, lifecycle management, and governance. * Strong understanding of root cause methodologies such as 5 Whys, Fishbone Analysis, Fault Tree Analysis, Kepner-Tregoe, or equivalent techniques. * Experience coordinating post-incident reviews, root cause investigations, and corrective action programs. * Ability to identify systemic issues and drive sustainable solutions that reduce recurring incidents and operational risk. * Strong focus on prevention, risk reduction, and long-term service stability.

ITSM and Operational Excellence

• Strong understanding of ITIL practices including Incident, Problem, Change, Knowledge, and Service Level Management.
• Experience establishing governance controls, process adherence, quality standards, and operational performance measures.
• Knowledge of service reliability, resiliency, and operational risk management principles.

Corrective Action and Risk Management

• Experience managing action plans, remediation commitments, and risk mitigation activities across multiple stakeholders.
• Ability to challenge ineffective remediation plans and ensure actions address root causes.
• Experience escalating risks, overdue actions, and systemic issues appropriately.

Data Analysis and Operational Insights

• Ability to analyze incident, problem, change, and operational data to identify trends and recurring issues.
• Experience using ServiceNow, Power BI, Tableau, Excel, SQL, or similar tools to support Problem Management decision-making.
• Ability to validate data quality and translate findings into meaningful operational actions.

Communication and Leadership

• Excellent facilitation, negotiation, and stakeholder management skills.
• Ability to lead cross-functional discussions focused on root cause elimination and service improvement.
• Strong executive communication and presentation skills.
• Ability to influence outcomes in a highly matrixed environment.