Problem Manager

TEKsystems • Boston, MA

10d • $55 - $65 • Remote

About The Position

The Problem Management Engineer is responsible for leading and maturing the Problem Management function to prevent incident recurrence, reduce operational risk, and improve service resiliency. This role owns the quality and effectiveness of root cause analysis, ensures permanent fixes are validated, and drives continuous improvement across IT services in alignment with ITIL best practices. The Problem Management Engineer must credibly engage engineering teams, challenge root cause conclusions, and ensure solutions are durable, evidence based, and measurable.

Requirements

• Incident management
• ITIL
• ServiceNow
• Problem management
• Troubleshooting
• ITSM
• Root cause analysis
• Incident response
• Change management
• Technical support

Responsibilities

• Lead and oversee the end to end Problem Management lifecycle, including detection, logging, classification, investigation, resolution, validation, and closure
• Ensure problems are closed only when defined closure criteria are met, including validated resolution, preventive controls, and monitoring improvements
• Prevent premature or superficial closure of problems by enforcing quality and evidence standards
• Lead and validate structured Root Cause Analysis (RCA) using methodologies such as 5 Whys, Fishbone, and fault tree analysis
• Challenge assumptions and ensure true root causes are identified for major incidents and recurring issues
• Review and validate the technical feasibility and effectiveness of permanent fixes
• Partner closely with Incident Management, Change Management, Resiliency/Reliability Engineering, and Service Owners
• Coordinate permanent fixes through formal change processes
• Work with vendors and external partners to track dependencies and ensure accountability
• Establish and enforce Problem Management governance and quality standards
• Track and report on key metrics, including overdue problems, SLA compliance, recurrence trends, and systemic risks
• Provide clear, actionable updates and insights

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed