Description
We are seeking a highly motivated and experienced Problem Manager to join our team. This role is critical to ensuring the stability and reliability of IT services by identifying, analyzing, and resolving root causes of recurring incidents. The Problem Manager will collaborate with cross-functional teams, lead root cause analyses, and implement preventive measures to enhance overall service quality and minimize operational disruptions.
Key Responsibilities:
- Lead the problem management process, ensuring adherence to established frameworks and best practices
- Drive the investigation and resolution of underlying problems causing incidents
- Facilitate and document RCA sessions with stakeholders, technical teams, and subject matter experts
- Ensure timely identification and resolution of root causes and contributing factors
- Develop and implement action plans to address identified problems and prevent recurrence
- Monitor the effectiveness of preventive measures and adjust strategies as needed
- Analyze incident and problem data to identify trends and potential systemic issues
- Create detailed reports and dashboards for stakeholders, highlighting key findings, actions, and performance metrics
- Maintain and update the KEDB with details about known errors, workarounds, and planned solutions
- Work closely with the Helpdesk, Operations support and Development teams and follow up to bridge in gaps in identification of the root cause of problems
- Work closely with IT operations, development and service management teams to ensure seamless problem resolution
- Serve as a liaison between technical teams and business stakeholders to provide updates and gather feedback
Required Qualification:
- Bachelor’s degree in Computer Science, Information Technology, or related field
- Minimum of 5 years of experience in IT service management or a related role, with a focus on problem management
- Active Top Secret clearance
- Strong knowledge of ITIL practices, with ITIL Foundation certification required
- ITIL 4 Practitioner: Problem Management preferred, but not required
- Proven experience conducting root cause analysis and implementing preventative measures
- Excellent analytical and problem-solving skills, with attention to detail
- Proficient using ITSM tools like ServiceNow and data analysis tools
- Strong communication and interpersonal skills to interact with technical and non-technical stakeholders
- Ability to manage multiple priorities in a fast-paced environment
- Experience in federal government contract space
The likely salary range for this position is $111,155 - $150,385.