Problem Manager

Overview As a Problem Management Engineer, you own the lifecycle of problem management to reduce incidents and strengthen service resiliency. You collaborate with Incident, Change, and Resiliency teams to drive durable, evidence-based fixes and measurable improvements aligned with ITIL practices. You lead RCA efforts, validate permanent solutions, and enforce quality standards to prevent recurrence. This role offers impact across IT services, influencing governance, metrics, and cross-functional collaboration. You’ll engage engineering teams to elevate problem management to a mature, scalable capability. Compensation / BenefitsMedical, dental & vision401(k) Retirement PlanLife InsuranceShort and long-term disabilityHealth Spending Account (HSA)Time Off/Leave (PTO, Vacation, Sick Leave) ResponsibilitiesLead end-to-end Problem Management lifecycle (detection, logging, classification, investigation, resolution, validation, closure)Ensure closure only with validated resolution, preventive controls, and monitoring improvementsPrevent premature or superficial closure by enforcing quality and evidence standardsPerform and validate structured Root Cause Analysis (RCA) using methods like 5 Whys, Fishbone, fault treeChallenge assumptions to identify true root causes for major incidents and recurring issuesReview technical feasibility and effectiveness of permanent fixesCollaborate with Incident Management, Change Management, Resiliency/Reliability Engineering, and Service OwnersCoordinate permanent fixes through formal change processesEngage vendors and external partners to track dependencies and accountabilityEstablish and enforce governance and quality standards for Problem ManagementTrack and report metrics (overdue problems, SLA compliance, recurrence trends, systemic risks)Provide clear, actionable updates and insights Key requirementsstrong cross-functional collaborationability to challenge conclusions with evidenceclear communication and stakeholder engagementIncident managementITILServiceNow