Lead end-to-end problem management activities for high-impact or recurring service issues.
Coordinate and facilitate root cause analysis efforts using evidence from incident records, monitoring tools, bridge notes, logs, vendor inputs, and stakeholder interviews.
Build clear timelines, identify contributing factors, document a single confirmed root cause when supported by evidence, and track open unknowns when evidence is incomplete.
Produce high-quality post-incident and problem analysis reports for technical, operational, and leadership audiences.
Drive corrective actions, preventive actions, lessons learned, and follow-up improvement work to closure.
Partner with Incident Management, Change Management, Operations, Engineering, and service owners to reduce repeat failures and improve resilience.
Monitor trends across incidents and problems to identify recurring patterns, systemic weaknesses, and opportunities for service improvement.
Support service review discussions and help ensure performance, availability, and operational commitments are being met.
Contribute operational insight to change planning, service improvement initiatives, and related program efforts as needed.

Requirements

Bachelor’s degree with 8–12 years of relevant experience, or Master’s degree with 6–10 years of relevant experience.
Relevant experience may be considered in lieu of degree.
Experience in Problem Management , Major Incident Management , Service Operations , or related ITSM functions in a complex enterprise environment.
Demonstrated experience facilitating root cause analysis and driving corrective actions across multiple teams.
Strong written and verbal communication skills, including the ability to present technical issues clearly to leadership and stakeholders.
Strong collaboration, coordination, and conflict management skills.
Ability to work independently in a dynamic environment while maintaining strong follow-through and accountability.
Practical technical familiarity with enterprise infrastructure and operations, with working knowledge in several of the following areas: Windows, Linux, UNIX, networking, firewalls, middleware, storage, mainframe, cloud operations, or data center operations.

Benefits

Health and Wellness programs
Income Protection
Paid Leave
Retirement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Problem ManagementMajor Incident ManagementService OperationsRoot Cause AnalysisCorrective ActionsPreventive ActionsPost-Incident AnalysisTechnical DocumentationEnterprise InfrastructureCloud Operations

Soft Skills

Written CommunicationVerbal CommunicationCollaborationCoordinationConflict ManagementAccountabilityIndependent WorkFollow-ThroughDynamic Environment AdaptabilityStakeholder Engagement