ProblemIncident Manager

Role : Problem/Incident Manager

Location : Jersey City NJ

Local candidates only / 3 days onsite

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The Problem/Incident Manager is responsible for managing the lifecycle of all problems within the IT environment to minimize the impact of incidents and prevent their recurrence. This role focuses on identifying root causes implementing permanent solutions and driving continuous improvement across technology services. The Problem Manager works closely with incident change and service management teams leveraging data analysis and structured methodologies to reduce risk improve stability and enhance customer experience. Success in this role requires strong analytical skills effective stakeholder communication and a proactive approach to service reliability. Experience using BMC Remedy ServiceNow and Client Suite of tools is required.

Detailed Description: Own the end-to-end Problem Management lifecycle in alignment with ITIL standards
Lead major problem investigations and ensure timely documented root cause identification
Establish and maintain problem categorization prioritization and severity frameworks
Facilitate Root Cause Analysis (RCA) using structured methodologies (e.g. 5 Whys Fishbone)
Ensure clear traceability between incidents problems and known errors
Partner with Engineering Application Infrastructure and Business teams to define permanent fixes
Track remediation actions to closure ensuring accountability timelines and risk mitigation
Identify document and manage interim workarounds and Known Error records
Analyze incident alert and trend data to proactively identify emerging risks
Drive improvements to monitoring automation controls and platform resilience
Reduce repeat incidents and operational noise through systemic remediation
Provide concise executive-level summaries on problem themes risk exposure and remediation progress
Participate in governance forums service reviews and risk discussions
Continuously improve Problem Management processes metrics reporting and documentation
Ensure integration with Incident Change Release and Risk Management practices
Familiar with ITIL methodology.
Incident/Problem/Change Management Release/Deployment Operational Readiness.

Minimum 3 - 5 years of experience leading Problem Management analysis.
Leading structured investigations by using methodologies like 5 Whys to focus on finding and validating true underlying causes to prevent reoccurrence.
Excellent analytical and problem-solving skills.
Deliver cross-functional solutions driving thematic analysis horizontally to minimize risk
Working knowledge of Splunk tools for research and analysis
Candidate must have excellent written and verbal communications skills who can translate complex technical issues to diverse stakeholders
Able to work independently or as a part of the team.
Proven ability to quickly gain understanding of operational or business processes including key stakeholders
Strategic mindset and keen eye for patterns and trends
Proven capability to lead deep dive investigations and drive resolution in technical or cross function environments
Detailed -oriented with commitment to documentation SLA adherence and continuous improvement.
Excellent leadership and discussion facilitation skills.

1. Familiar with ServiceNow
2. Well versed in ITIL methodology.
3. Experienced in conducting large enterprise -scale root cause analysis investigations
4. Knowledge of automation self-healing or proactive monitoring systems.
5. Customer centric mindset