Problem Manager

Job Description
The IT Problem Manager is focused primarily on the functions within the Problem Management lifecycle, with additional effort on the metrics surrounding the Incident Management lifecycle. You will write detailed Root Cause Analysis (RCA) reports and present them to leadership and relevant stakeholders on a routine basis. You will work closely with Incident Managers within a Command Center to reduce the occurrence and duration of Major and Priority Incidents. You will facilitate meetings between Operations, Engineering, Development, and Client teams to construct a definitive narrative and timeline of an outage. You will need a strong understanding of solution and infrastructure architecture within multi-cloud and on-prem datacenter environments. Excellent written communication, verbal communication, conflict-resolution, interpersonal, presentation and customer service skills will be required.

What you will do:
- Review incidents that occurred and investigate why they took place, how they were resolved, how they can be prevented or mitigated in the future.
- Coordinate and moderate Post Incident Review meetings, as well as all follow up investigative communications
- Statistical analysis, tracking and communication of metrics associated with said incidents
- Investigate metrics to identify trends and highlight opportunities for improvements
- Establish strong partnerships with teams across to ensure root causes are clearly explained, documented, and improvements are acted upon
- Demonstrate a sound understanding of functional/business objectives that drive and shape technology requirements
- Host a weekly Always On meeting with technical leadership to present Problem Management metrics
- Assign Problem Tasks or Corrective Actions following a Major Incident to address gaps

- What you will need:
- Education: Bachelor’s degree 6+ years of experience in Tech, Engineering or Software Development

- Demonstrated ability to work effectively in a fast-paced, high volume, deadline-driven environment
- Attention to detail, and the ability to apply business intelligence/analytics through the Problem Management process
- Self-motivated to research complex technical issues with minimal oversight
- Clear understanding of ITIL processes, especially Incident and Problem Management
- Superb communication skills: seek understanding when investigating an incident and to track findings clearly in problem records

What will set you apart:
- Strong analytical/business intelligence experience
- Impeccable communication skills both written and verbal
- Passion for problem solving and investigative research
- Client Relationship experience