Problem Manager

ASM Research

1d

About The Position

The Problem Manager is responsible for identifying, analyzing, and resolving problems within the IT infrastructure to prevent incidents from recurring. This role manages the lifecycle of all problems, from initial detection through to resolution, ensuring that root causes are identified and permanent fixes are implemented. The Problem Manager works closely with incident management, change management, and other IT teams to prioritize problems based on impact and urgency, and to implement proactive measures to improve overall system stability and performance.

Requirements

• Bachelor's degree in IT, Computer Science, or Business Administration (or equivalent experience)
• 4+ years of experience in problem management or incident management
• Strong understanding of ITIL frameworks and best practices
• Proficiency with problem and incident management tools and systems
• Expert-level root cause analysis skills
• Excellent communication and interpersonal skills
• Ability to manage multiple issues simultaneously
• Experience with federal IT environments
• Root Cause Analysis & Problem Solving
• ITIL Framework Knowledge
• Incident Management Integration
• Problem Lifecycle Management
• Technical Infrastructure Knowledge

Nice To Haves

• ITIL Foundation or Certified Problem Manager certification
• CASTLE-NET IT environment familiarity
• ServiceNow or similar ticketing system expertise
• Federal contracting background
• Change Management experience

Responsibilities

• Manage the lifecycle of all problems from initial detection through resolution
• Conduct root cause analysis (RCA) on IT infrastructure issues
• Develop and implement permanent corrective actions
• Prioritize problems based on impact and urgency
• Collaborate with incident management teams on integration
• Develop process improvements to prevent problem recurrence
• Maintain comprehensive problem records and documentation
• Generate problem management reports and metrics

What This Job Offers

• Job Type: Full-time
• Career Level: Manager