Problem Management Specialist, NA

About Vantage Vantage powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

This position will be based remotely in the United States

Site Operations teams manage our buildings under the governance provided by Business Operations, ensuring best-in-class data center services for our customers. Our site teams comprise Critical Facility Engineers who are Vantage's front line for managing critical electrical and mechanical infrastructure operations. Providing our best-in-class services requires in-depth plant equipment knowledge and proficiency in critical facility management processes including Change, Incident, Problem, and Work Management.

Vantage is looking for a resourceful Problem Management Specialist to support the North America Site Operations organization by coordinating the end-to-end Problem Management lifecycle. The role focuses on identifying and eliminating the underlying causes of incidents, through structured root cause analysis, clear ownership, and disciplined follow-through. Serving as a central partner to Site Operations, the Specialist will help ensure that qualifying operational events are converted into complete, factual, and actionable Problem records that strengthen site reliability and reduce the likelihood and impact of recurrence.

Working across Site Operations, the Operations Management Center, Reliability Engineering, Automation Systems, Security, Customer Experience, Legal, vendors, and other technical teams, the Specialist will coordinate root cause analysis tasks, corrective actions, follow on actions and documentation updates while maintaining traceability to the originating incident. The role will guide teams in documenting evidence-based findings, timelines, contributing factors, and support the preparation and governance of accurate internal and customer-facing RCA reports.

A successful candidate will combine strong facilitation, analysis, and operational judgment with the ability to make Problem Management practical for frontline teams. They will maintain high-quality and auditable data, challenge symptom-based conclusions, and translate technical investigations into concise, executive- and customer-ready narratives.

• Manage the end-to-end Problem Management lifecycle for qualifying Site Operations incidents, ensuring Problem records are created, assigned, progressed, and closed in accordance with established standards
• Facilitate structured root cause analysis with Site Operations and technical stakeholders, using incident evidence, event timelines, asset history, procedures, and operational data to distinguish root causes from symptoms and contributing factors
• Coordinate corrective and preventive actions across Site Operations, Reliability Engineering, the Operations Management Center, Automation Systems, Security, vendors, and other support teams, with clear owners, target dates, dependencies, and escalation paths
• Maintain accurate, complete, and auditable Problem, problem task, known error, workaround, outage, work order, and related change information in Service Now, with traceability to the originating incident
• Support post-incident follow-up for Site Operations P1 and P2 events by validating operational impact, outage details, investigation evidence, and required Problem Management actions
• Analyze recurring incidents, common failure modes, cause codes, and cross-site…