ITSM Problem Manager

Job Summary

Seeking a full-time ITSM Problem Manager to drive root cause analysis, permanent problem elimination, and long-term service improvements remotely, collaborating with various technical teams to resolve complex incidents and enhance service delivery.

Key responsibilities:

• Lead investigations for problem identification, documentation, and prioritization based on incident trends and stakeholder input
• Manage in-depth technical investigations using structured methodologies to identify true root causes of recurring incidents
• Collaborate with cross-functional teams to implement technical solutions that address root causes of problems

Required qualifications:

• Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical field
• 5+ years of experience in IT operations, software engineering, systems architecture, or infrastructure engineering
• 2+ years in a dedicated Problem Management or post-incident review role
• Strong background in application and/or infrastructure architecture across cloud, on-prem, and hybrid environments
• ITIL v4 certification(s) and/or TOGAF certification are a plus