The Problem Mgmt. Lead / Problem Manager, Senior leads the end-to-end problem management function to identify, analyze, and eliminate root causes of recurring incidents impacting mission-critical IT services. This role owns the lifecycle of problems from detection and logging through investigation, remediation, and closure, ensuring permanent fixes or robust workarounds are implemented. The manager coordinates closely with incident, change, and service owners to prioritize problems by business impact and risk and champions data-driven continuous improvement to enhance service stability and user experience.
Key Responsibilities
- Lead the full problem lifecycle, including logging, categorization, prioritization, investigation, root cause analysis, workaround definition, permanent fix implementation, and closure.
- Apply ITIL-aligned problem management practices, tightly integrating with incident, change, and configuration management so investigations and changes are traceable and controlled.
- Drive complex root cause analysis using structured techniques (for example, 5 Whys, fault tree or component impact analysis) and translate findings into corrective and preventive actions.
- Establish and manage problem queues and prioritization criteria, ensuring that high-impact, high-value problems receive focused cross-functional attention.
- Facilitate multidisciplinary problem review meetings, coordinate technical and business stakeholders, and drive consensus on remediation approaches and risk tradeoffs.
- Define, track, and report problem management KPIs and metrics, such as problems with identified root cause, permanent fix rate, and reduction in repeat incidents, using them for continuous improvement.
- Build and maintain a knowledge base and known error database that improves incident resolution times and reduces operational noise.
- Influence and collaborate with senior leaders, service owners, and engineering teams to align remediation activity with strategic initiatives and planned change windows.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant experience.
- Typically 8+ years of experience in IT service management or operations roles with primary accountability for leading problem management and root cause elimination at scale.
- Deep understanding of problem management principles, frameworks, and best practices (for example, ITIL) and proficiency with problem/incident management tools.
- Demonstrated excellence in root cause analysis, corrective action planning, and management of multiple concurrent problems.
- Strong communication and interpersonal skills, with ability to engage both technical and non-technical stakeholders and influence decisions.
- Ability to obtain and maintain a Secret clearance; U.S. citizenship required.
Preferred Qualifications
- Hands-on leadership experience running an enterprise or government ITSM problem management function, in collaboration with major incident and change management leads.
- Advanced ITIL or problem-management-focused certifications (for example, ITIL Intermediate/Expert, Certified Problem Manager).