ITSM Problem Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct root cause analysis, ensuring the permanent resolution of issues and ongoing enhancements to service delivery.

• Collaborate effectively with Incident and Change Management teams to facilitate smooth operations.

• Lead thorough investigations to identify, document, and prioritize problems.

• Take ownership of and manage comprehensive technical investigations utilizing structured methodologies.

• Spearhead the deployment of technical solutions that effectively address the underlying causes of issues.

• Act as a designated expert within the Expert Hub, responsible for troubleshooting and resolving incoming cases.

• Create or suggest automation scripts and tools aimed at preventing the recurrence of issues.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical discipline.

• Over 5 years of experience in IT operations, software engineering, systems architecture, or infrastructure engineering.

• At least 2 years in a specialized Problem Management or post-incident review capacity.

• Strong expertise in application and/or infrastructure architecture, with experience in cloud, on-premises, and hybrid environments.

• ITIL v4 certification(s) and/or TOGAF certification are advantageous.

• Proficient in at least one scripting or development language (e.g., Python, PowerShell, Java, SQL) and knowledgeable about enterprise databases (SQL Server, PostgreSQL, etc.).

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off