Problem Manager – ITIL, ServiceNow, Root Cause Analysis

September 26, 2026

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Job Description:

Lead enterprise-wide Problem Management, Root Cause Analysis, and Incident Prevention initiatives
Facilitate 5 Whys RCA sessions for P1 incidents and recurring P2 incidents
Review logs, monitoring tools, dashboards, and change records to establish timelines and contributing factors
Use AI-assisted tools for investigations, timeline generation, RCA documentation, and knowledge capture
Document root causes and corrective actions in ServiceNow Problem Management records
Lead the Problem Management lifecycle from investigation through closure
Partner with technical teams to create Remediation Action Plans
Track remediation progress, escalate risks, and enforce stakeholder accountability
Validate solutions and measure service reliability, operational risk, and incident recurrence improvements
Identify recurring patterns across infrastructure, cloud, application, and network incidents
Recommend monitoring, automation, and architectural improvements
Facilitate weekly Problem Review meetings
Maintain executive dashboards and Problem Management reporting
Deliver executive-ready summaries, status updates, and RCA reports for customers and senior leadership
Improve governance processes, operational standards, runbooks, and reporting practices
Champion automation and AI-enabled workflows

Requirements:

7+ years of experience in IT Operations, Problem Management, Incident Management, Major Incident Management, or related disciplines
Strong understanding of ITIL Problem Management, Incident Management, and operational governance
Experience conducting Root Cause Analysis, 5 Whys investigations, and post-incident reviews
Hands-on experience with ServiceNow or comparable ITSM platforms
Strong analytical, documentation, facilitation, and stakeholder management skills
Ability to influence cross-functional teams and drive accountability without direct authority
Experience creating executive-level communications, dashboards, and operational reporting
Broad technical understanding of Windows and Linux platforms
Knowledge of VMware and Hyper-V virtualization
Performance troubleshooting across CPU, memory, storage, and I/O
Knowledge of SAN and NAS environments, storage performance, redundancy, and resiliency
Knowledge of routing, switching, VLANs, DNS, firewalls, load balancing, and packet-flow analysis
Ability to interpret network latency and packet loss
Knowledge of AWS and Microsoft Azure, including cloud networking, compute, identity, and storage services
Understanding of cloud architecture and failure-mode analysis
Understanding of APIs, microservices, distributed systems, CI/CD, and deployment pipelines
Understanding of application defects, configuration drift, and dependencies as causes of operational incidents
ITIL Foundation or higher certification preferred
Experience supporting large-scale enterprise environments preferred
Experience with operational analytics, trend analysis, and KPI reporting preferred
Exposure to automation, AI-enabled workflows, or AIOps practices preferred
Experience with executive stakeholders and client-facing incident communications preferred

Benefits:

Bonus or incentive eligibility based on business need
Health insurance coverage
Voluntary dental and vision programs
Life and disability insurance
Retirement savings plan
Paid holidays
Paid time off (PTO) or vacation and/or sick time

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