Job Title: SRE - Problem Management

Location: Scottsdale AZ
Experience Required: 8 Years

Role Overview

We are looking for an experienced SRE Professional specializing in Problem Management and Change Management within ITIL/ITSM-driven environments. The ideal candidate will lead end-to-end Problem Management activities govern Change Management processes and ensure operational stability through strong process adherence and continuous improvement.

Key Responsibilities

Problem Management

• Lead and execute Problem Management processes across production environments.

• Conduct root cause analysis (RCA) create corrective/preventive action plans and ensure closure.

• Review recurring incidents and drive long-term service stability.

• Track problem tickets monitor trends and provide actionable insights.

Change Management

• Manage and facilitate CAB (Change Advisory Board) meetings.

• Review validate and approve change requests based on risk and business impact.

• Maintain and update change schedules to avoid conflicts and reduce downtime.

• Evaluate change records for accuracy completeness and compliance with ITIL controls.

Configuration & Process Governance

• Oversee and update CMDB records to maintain configuration accuracy.

• Ensure all changes adhere to ITIL/ITSM standards and organizational policies.

• Train stakeholders on Change and Problem Management processes.

• Identify gaps and drive continuous process improvements across SRE functions.

Stakeholder Management

• Collaborate closely with infrastructure operations and application teams.

• Communicate effectively with senior leaders and technical teams.

• Provide regular performance and compliance reports.

Required Skills & Experience

• 6 years of ITIL/ITSM experience with strong knowledge of ITIL framework.

• Proven experience in Problem Management & Change Management in enterprise environments.

• Hands-on experience managing CAB reviews change requests impact assessments and approvals.

• Strong understanding of Change Advisory processes and governance.

• Familiarity with CMDB updates configuration tracking and ITSM tools (ServiceNow preferred).

• Excellent communication documentation and process-oriented thinking.

• Ability to drive continuous improvement initiatives across operations.