Manager, Problem Management

HealthEdge•Remote,

1d•$125,000 - $138,000•Remote

About The Position

HealthEdge is an agile and innovative 21st century software company that provides modern, disruptive technology that enables healthcare payors to radically innovate, drastically reduce costs, and efficiently address the business imperatives of the evolving healthcare economy. The Manager, Problem Management is an exciting opportunity to be an essential member of the Reliability Engineering & Operations (REO) organization. As the Manager, Problem Management, you will be responsible for leading the Problem Management team and ensuring the effective execution of post-incident processes, root cause analysis, known error management, and continuous service improvement initiatives. In this role, you will help identify opportunities for continuous improvement, deliver value to internal and external customers, ensure operational excellence, manage and contribute to cross-functional initiatives, and lead a team in a fast-paced environment with competing priorities. You will work across the HealthEdge enterprise to drive adoption of Problem Management practices, facilitate collaboration among stakeholders, and promote accountability for corrective actions that improve platform stability and customer experience. Strong communication and partnership skills are essential, as this role serves as a key connection point between Engineering, Operations, Product, and other stakeholders.

Requirements

3+ years of people management experience, including direct responsibility for performance management, career development and hiring for individual contributors in a technical operations or ITSM function.
Demonstrated ability to build and develop early-stage teams – setting direction, establishing norms and driving accountability in an environment where processes are new and will mature.
Track record of influencing cross-functional teams and Engineering stakeholders through credibility and relationship capital rather than formal authority.
Comfortable operating in a player-coach model – able to delegate effectively while remaining personally accountable for team outcomes and being in a hands-on role.
7+ years of ITSM or technical operations experience, with at least 3 years in a Problem Management, SRE or post-incident leadership role in a production SaaS environment.
Deep familiarity with the full Problem Management lifecycle – intake criteria, RCA methodology, corrective action governance, KEDB management and verified closure standards.
Hands-on post-mortem facilitation experience at scale – including cross-functional events involving multiple engineering teams, competing timelines and senior stakeholder participation.
Strong working knowledge of the relationship between Incident Management, Problem Management and Change Management in a mature ITSM operating model.
Sufficient data literacy to provide meaningful direction to the Data Operations Manager – able to evaluate analytical outputs, ask the right questions about methodology and connect findings to operational priorities.
Familiarity with operational data sources and tooling: PagerDuty, ServiceNow, Salesforce, Jira, Datadog, Splunk or equivalents.
Polished written and verbal communication – able to present complex operational findings in clear, concise narratives tailored to VP and Director-level audiences.
Strong facilitation skills, including experience running structured post-mortems and cross-functional review sessions with senior participants.
Ability to translate highly technical failure analysis into business impact framing that drives prioritization decisions throughout the business.

Nice To Haves

ITIL v3 or ITIL 4 Foundation certification is a strong plus.
Experience using or sponsoring AI-assisted workflows in an operations context is a strong plus – including familiarity with LLM capabilities for incident summarization, pattern detection or report synthesis.
Experience in a healthcare SaaS environment or regulated platform with client-facing SLA and uptime obligations.
Prior experience building a Problem Management function from the ground up – including framework design, tooling configuration, stakeholder adoption and headcount justification.
Familiarity with Site Reliability Engineering (SRE) principles: toil quantification, error budgets, SLO/SLA construction and how SRE and ITSM practices complement each other.
Experience managing hybrid or geographically distributed teams (US and India time zones).

Responsibilities

Directly manage the problem team, including the Data Operations Manager and Problem Analyst, providing clear direction, regular 1:1 coaching, performance feedback and career development support for each team member.
Set individual and team goals aligned to REO’s operational objectives; conduct performance reviews and advocate for your team’s growth and recognition within the broader REO organization.
Identify skill gaps and development opportunities within the pod – supporting certifications (ITIL, data engineering, SRE fundamentals), cross-training and stretch assignments that build long-term capability.
Foster a team culture grounded in blameless learning, data discipline and continuous improvement.
Participate in hiring decisions for the team – writing and refining job descriptions, conducting structured interviews and onboarding new team members effectively utilizing a defined orientation plan.
Proactively manage team capacity and workload distribution across the team members, ensuring no single individual is a single point of failure for a critical deliverable.
Own executive accountability for the post-incident lifecycle across all Severity 1 and Severity 2 events affecting HealthEdge’s client-facing platform – continuously maintaining oversight and quality standards.
Lead post-mortems for the highest-severity events and those defined within cross-organizational scope.
Ensure weekly outage review cadence runs with consistency and rigor – reviewing agendas, monitoring action item completion rates and holding team members accountable to delivery timelines.
Serve as the escalation point when post-mortem corrective actions are blocked, deprioritized or at risk of aging out without resolution – engaging Engineering leadership or other stakeholders directly when needed.
Maintain visibility into the full Problem Record backlog and Known Error database – understanding the top open known errors by product line, business impact and age at all times.
Own the Problem Management framework at the strategic level – creating the framework, defining the vision for how the practice matures, setting quality standards and ensuring the framework remains fit for purpose as the organization scales.
Drive adoption of the Problem Management framework across HealthEdge business units – building relationships with Operations, Engineering Managers, SRE leads and Product stakeholders who need to understand and participate in the process.
Ensure the Problem framework integrates effectively with Incident Management and Change Management – partnering with peer leads in REO to close process gaps at the seams between disciplines.
Champion the use of AI and operational intelligence outputs – produced by the Data Operations Manager, who resides on the problem team – as inputs to Problem prioritization, engineering roadmap planning and executive reporting.
Represent Problem Management in cross-functional governance forums and ITSM working groups, ensuring the teams priorities are visible and influential in organizational planning.
Provide strategic direction to the Data Operations Manager on which data sources, failure patterns and toil categories represent the highest business value for analytical investment.
Review and sponsor executive-facing dashboards and trend reports produced by the team, ensuring accuracy, narrative clarity and appropriate framing for all audiences, including senior leadership.
Identify opportunities to expand the teams data capabilities – new integrations, AI-assisted workflows or reporting automation – and build the business case for tooling or headcount investment where warranted.
Present Problem Management outcomes, known error trends and operational health narratives to the Sr. Director of Global Operations, VP-level Engineering leadership and cross-functional stakeholders on a regular cadence.
Build and maintain trusted relationships with Engineering Managers, Platform leads and Product owners across all REO-supported business units – ensuring Problem Management is seen as a strategic partner.
Develop and own the Problem Management KPI framework: repeat incident rate reduction, mean time to known error (MTTKE), action item on-time completion, known error backlog aging and toil hours reclaimed.
Author or sponsor monthly and quarterly operational health summaries that demonstrate the teams business value in terms leadership will act on.