Manager, Problem Management

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

📋 Description

• Lead the Problem Management team, which includes the Data Operations Manager and Problem Analyst.

• Provide guidance, coaching, performance feedback, and support for career development.

• Establish team objectives, conduct performance evaluations, and advocate for team growth and recognition.

• Oversee hiring decisions, job descriptions, interviews, and onboarding processes.

• Manage team capacity and workload distribution effectively.

• Hold executive accountability for the post-incident lifecycle of Severity 1 and Severity 2 events.

• Facilitate post-mortem analyses for high-severity and cross-organizational events.

• Supervise weekly outage reviews, set agendas, and ensure the completion of corrective actions.

• Escalate any blocked, deprioritized, or aging post-mortem corrective actions.

• Maintain oversight of the Problem Record backlog and Known Error database.

• Own and enhance the Problem Management framework and quality standards.

• Foster the adoption of Problem Management practices across HealthEdge business units.

• Integrate Problem Management with Incident Management and Change Management processes.

• Advocate for AI and operational intelligence outputs to prioritize, plan roadmaps, and report to executives.

• Represent Problem Management in governance forums and ITSM working groups.

• Direct priorities related to operational data sources, failure patterns, and toil categories.

• Review executive dashboards and trend reports regularly.

• Expand data capabilities through integrations, AI-assisted workflows, and reporting automation.

• Present outcomes, known-error trends, and operational health narratives to senior leadership.

• Build strong relationships with Engineering, Platform, and Product stakeholders.

• Develop and manage KPIs such as repeat incident rate, MTTKE, action-item completion, backlog aging, and toil hours reclaimed.

• Author or sponsor monthly and quarterly operational health summaries.

⛳️ Requirements

• Minimum of 3 years of people management experience, including performance management, career development, and hiring for individual contributors in a technical operations or ITSM role.

• Proven experience in building and developing early-stage teams.

• Capability to influence cross-functional teams and Engineering stakeholders.

• Ability to operate within a player-coach model.

• Over 7 years of experience in ITSM or technical operations.

• At least 3 years of experience in a Problem Management, SRE, or post-incident leadership capacity within a production SaaS environment.

• Thorough understanding of the entire Problem Management lifecycle, including intake criteria, RCA methodology, corrective action governance, KEDB management, and verified closure standards.

• Hands-on experience facilitating post-mortems at scale.

• ITIL v3 or ITIL 4 Foundation certification is highly desirable.

• Strong working knowledge of Incident Management, Problem Management, and Change Management.

• Data literacy adequate to guide the Data Operations Manager and assess analytical outputs.

• Familiarity with tools such as PagerDuty, ServiceNow, Salesforce, Jira, Datadog, Splunk, or equivalent platforms.

• Experience using or endorsing AI-assisted workflows in an operations setting is a significant advantage.

• Excellent written and verbal communication skills.

• Strong facilitation abilities.

• Capacity to translate technical failure analysis into business impact narratives.

• Preferred experience in a healthcare SaaS environment or a regulated platform with client-facing SLA and uptime commitments.

• Experience in establishing a Problem Management function from the ground up is preferred.

• Familiarity with SRE principles, including toil quantification, error budgets, SLO/SLA construction, and ITSM practices is advantageous.

• Experience managing hybrid or geographically distributed teams across US and India time zones is preferred.

• Work authorization/residence in the US is required as the position is Remote, US-based.

• Candidates may need to undergo a pre-employment criminal background check.

🏝️ Benefits

• Support for certifications (ITIL, data engineering, SRE fundamentals).

• Opportunities for cross-training and stretch assignments.

• Assistance with career development.

• Remote work environment.

• Collaboration across multiple time zones.

• Travel may be required based on company needs.

• Reasonable accommodations for individuals with disabilities.

• Commitment to equal opportunity and workforce diversity.