Senior Problem Manager

We are seeking an experienced Senior Problem Manager to lead enterprise-wide Problem Management activities, drive root cause investigations, and reduce recurring IT service disruptions. This role is ideal for professionals with strong ITSM, ITIL, incident/problem management, and stakeholder management experience.

Key Responsibilities

• Own and manage the end-to-end Problem Management process.
• Lead Root Cause Analysis (RCA) for major and recurring incidents.
• Drive corrective and preventive actions to improve service stability.
• Facilitate problem review meetings with technical teams and vendors.
• Manage Known Errors and workarounds within the ITSM platform.
• Track remediation actions and ensure timely resolution.
• Produce service and problem management reports and metrics.
• Collaborate with infrastructure, application, cloud, security, and vendor teams.

Required Experience

• 7+ years of experience in IT Service Management, Service Operations, Incident Management, or Problem Management.
• Strong experience leading Root Cause Analysis (RCA) investigations.
• Hands-on experience with ITIL-based service management processes.
• Experience managing cross-functional stakeholders and technical teams.
• Excellent communication and facilitation skills.
• ITIL Foundation certification.

Preferred Experience

• Dedicated Problem Management experience in a large enterprise environment.
• ServiceNow ITSM experience.
• Vendor and Managed Service Provider (MSP) management.
• Experience with governance, reporting, and service improvement initiatives.
• ITIL Intermediate/Advanced certifications, SIAM, COBIT, Lean Six Sigma, or Kepner-Tregoe certifications.