Problem Manager

NO THIRD PARTY SUBMISSIONS. No Sponsorship. US Citizens/Greencards

Onsite: Monday,Tuesday, Thursday WFH: Wednesday & Friday

Job Summary:

The Problem Manager is responsible for managing the lifecycle of IT problems within the organization. This role involves identifying the root causes of recurring incidents, coordinating the investigation and resolution of problems, and ensuring the implementation of permanent fixes to prevent future incidents. The Problem Manager works closely with various IT teams to minimize the impact of problems on business operations and improve overall service quality.

Key Responsibilities:

• Problem Management Process:
• Lead and manage the problem management process in alignment with ITIL best practices.
• Identify and assess problems through incident trend analysis and by working with Incident Management teams.
• Proactively manage known errors and provide solutions or workarounds to minimize their impact.
• Ensure that problem records are created, managed, and closed accurately in the problem management system.
• Root Cause Analysis:
• Investigate recurring incidents and identify their root causes.
• Collaborate with technical teams to perform detailed root cause analysis and implement corrective actions.
• Document root causes and resolutions to help prevent future incidents.
• Collaboration and Communication:
• Coordinate cross-functional teams (such as IT operations, engineering, and development) to resolve problems.
• Communicate problem status, impacts, and resolutions to key stakeholders, including IT teams, management, and affected business units.
• Ensure that all affected parties are aware of known issues and temporary workarounds.
• Problem Resolution and Prevention:
• Oversee the implementation of solutions to resolve problems and prevent recurrence.
• Track and ensure that corrective actions and problem resolution tasks are completed on time.
• Ensure that problem management procedures are continuously improved for better effectiveness.
• Reporting and Documentation:
• Generate problem management reports and dashboards to track key metrics, trends, and the status of open problems.
• Maintain accurate documentation of problem investigations, solutions, and known errors for future reference.
• Create and present regular reports to management on problem management activities and key performance indicators (KPIs).
• Knowledge Management:
• Collaborate with the Knowledge Management team to ensure that the knowledge base is updated with lessons learned, known errors, and resolutions from problem investigations.
• Ensure that all relevant stakeholders have access to the information needed to resolve future problems quickly.
• Continuous Improvement:
• Identify opportunities for continuous improvement within the problem management process and work to enhance its effectiveness.
• Participate in post-incident reviews and contribute to the refinement of incident and problem management practices.
• Stay up-to-date with industry best practices, tools, and techniques to improve problem management capabilities.

Qualifications:

• Education:
• Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., ITIL) are a plus.
• Experience:
• Proven experience in IT problem management or a related role.
• Strong understanding of ITIL frameworks, particularly Problem Management and Incident Management.
• Experience with IT service management (ITSM) tools like ServiceNow, BMC Remedy, or similar platforms.
• Skills:
• Strong analytical and problem-solving skills.
• Excellent communication skills, with the ability to articulate complex technical issues clearly.
• Ability to work well under pressure, with strong organizational and time management abilities.
• Knowledge of IT infrastructure, software, and systems in a variety of environments.
• Experience with root cause analysis tools and techniques (e.g., 5 Whys, Fishbone Diagram).

Preferred Qualifications:

• Certifications:
• ITIL Foundation certification or higher in Problem Management.
• Relevant IT service management or project management certifications (e.g., PMP).
• Experience:
• Familiarity with IT operations, infrastructure, and applications in large enterprise environments.
• Experience with problem management in a complex, multi-system IT environment.

Personal Attributes:

• Strong attention to detail and commitment to data accuracy.
• Proactive and solution-oriented, with the ability to think strategically.
• Excellent teamwork and collaboration skills.
• Ability to lead cross-functional teams to resolve complex problems.
• Resilient and able to manage stress in high-pressure situations.

Job Type: Contract

Pay: $50.00 - $75.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $50 - $75