Problem Manager – ITIL, ServiceNow, Root Cause Analysis

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

📋 Description

• Oversee enterprise-wide initiatives for Problem Management, Root Cause Analysis, and Incident Prevention.

• Conduct 5 Whys RCA sessions for P1 incidents and recurring P2 incidents.

• Analyze logs, monitoring tools, dashboards, and change records to determine timelines and contributing factors.

• Utilize AI-assisted tools for investigations, timeline creation, RCA documentation, and knowledge capture.

• Record root causes and corrective actions in ServiceNow Problem Management records.

• Lead the Problem Management lifecycle from investigation to closure.

• Collaborate with technical teams to develop Remediation Action Plans.

• Monitor remediation progress, escalate risks, and ensure stakeholder accountability.

• Validate solutions and assess service reliability, operational risk, and improvements in incident recurrence.

• Identify recurring trends across infrastructure, cloud, application, and network incidents.

• Suggest enhancements in monitoring, automation, and architecture.

• Facilitate weekly Problem Review meetings.

• Maintain executive dashboards and manage Problem Management reporting.

• Provide executive-ready summaries, status updates, and RCA reports for customers and senior leadership.

• Enhance governance processes, operational standards, runbooks, and reporting practices.

• Promote automation and AI-enabled workflows.

⛳️ Requirements

• A minimum of 7 years of experience in IT Operations, Problem Management, Incident Management, Major Incident Management, or related fields.

• Strong knowledge of ITIL Problem Management, Incident Management, and operational governance.

• Proven experience conducting Root Cause Analysis, 5 Whys investigations, and post-incident reviews.

• Practical experience with ServiceNow or similar ITSM platforms.

• Exceptional analytical, documentation, facilitation, and stakeholder management skills.

• Ability to influence cross-functional teams and foster accountability without direct authority.

• Experience in creating executive-level communications, dashboards, and operational reports.

• Comprehensive technical understanding of Windows and Linux platforms.

• Familiarity with VMware and Hyper-V virtualization technologies.

• Skills in performance troubleshooting across CPU, memory, storage, and I/O.

• Knowledge of SAN and NAS environments, including storage performance, redundancy, and resiliency.

• Understanding of networking concepts such as routing, switching, VLANs, DNS, firewalls, load balancing, and packet-flow analysis.

• Ability to interpret network latency and packet loss.

• Knowledge of AWS and Microsoft Azure, focusing on cloud networking, compute, identity, and storage services.

• Understanding of cloud architecture and failure-mode analysis.

• Familiarity with APIs, microservices, distributed systems, CI/CD, and deployment pipelines.

• Awareness of application defects, configuration drift, and dependencies as potential causes of operational incidents.

• ITIL Foundation certification or higher is preferred.

• Experience in supporting large-scale enterprise environments is preferred.

• Knowledge of operational analytics, trend analysis, and KPI reporting is preferred.

• Exposure to automation, AI-enabled workflows, or AIOps practices is preferred.

• Experience with executive stakeholders and client-facing incident communications is preferred.

🏝️ Benefits

• Eligibility for bonuses or incentives based on business needs.

• Health insurance coverage.

• Optional dental and vision plans.

• Life and disability insurance.

• Retirement savings plan.

• Paid holidays.

• Paid time off (PTO), vacation, and/or sick leave.