Senior Vice President, Production Services Application Support

Senior Vice President, Production Services Application Support

This role is located Jersey City, NJ, New York, Pittsburgh, PA or Lake Mary, FL.

Seeking a senior IT Service Management (ITSM) professional to identify, analyze, and address the root causes of incidents affecting business services. This role will reduce operational risk, improve service stability, and drive continuous improvement through structured problem management practices.

In this role, you’ll make an impact in the following ways:

• Lead the lifecycle of problem records from identification through closure.
• Analyze recurring incidents, major incidents, and service disruptions to determine whether a problem investigation is required.
• Prioritize problems based on business impact, risk, and recurrence.

• Facilitate and lead root cause investigations involving technical and business stakeholders.
• Apply structured methodologies such as:
• 5 Whys
• Fishbone (Ishikawa) Analysis
• Fault Tree Analysis
• Kepner‑Tregoe
• Timeline/Event Correlation Analysis
• Validate root causes through evidence‑based analysis rather than assumptions.
• Produce executive and technical RCA reports.

• Identify technical, procedural, organizational, and human factors contributing to service disruptions.
• Analyze dependencies across infrastructure, applications, networks, cloud platforms, vendors, and operational processes.
• Recommend preventative measures to reduce recurrence.

• Assign remediation tasks to appropriate technical teams.
• Establish ownership, timelines, and success criteria.
• Monitor progress and remove roadblocks.
• Verify completion and effectiveness of corrective actions.
• Ensure long‑term fixes are implemented rather than temporary workarounds.

• Provide regular updates to senior leadership and operational teams.
• Present findings and recommendations in business‑friendly language.
• Facilitate post‑incident reviews and lessons‑learned sessions.
• Build consensus among multiple technology teams.

• Maintain compliance with ITIL Problem Management processes.
• Develop metrics and reporting on:
• Problem backlog
• RCA completion rates
• Corrective action closure rates
• Repeat incident reduction
• Service availability improvements
• Drive continual service improvement initiatives

• Advanced Root Cause Analysis techniques
• Incident and Problem Management processes
• ITIL framework knowledge
• Service Now or equivalent ITSM platforms
• Infrastructure, application, and cloud technology fundamentals
• Data analysis and trend identification
• Risk assessment and mitigation

• Ability to synthesize information from multiple technical domains
• Pattern recognition across incidents and outages
• Evidence‑based decision making
• Complex problem‑solving under pressure

• Cross‑functional coordination
• Meeting facilitation
• Conflict resolution
• Accountability management
• Influencing without direct authority

• Executive‑level reporting
• Technical documentation
• Presentation and facilitation
• Stakeholder management
• Writing concise RCA reports

A Problem Manager with 5+ years of experience is generally expected to demonstrate:

• Leadership of complex RCA investigations involving multiple support groups.
• Experience managing large‑scale production incidents and post‑incident reviews.
• Proven success reducing recurring incidents through permanent corrective actions.
• Ability to coordinate infrastructure, application, network, security, vendor, and business teams.
• Experience tracking and driving remediation efforts to completion.
• Familiarity with enterprise production environments and operational support organizations.
• Strong understanding of service reliability, operational risk, and business continuity principles.

• RCA Quality – Percentage of RCAs completed within SLA
• Problem Resolution – Problem closure rate
• Corrective Actions – Percentage completed on time
• Service Stability – Reduction in repeat incidents
• Operational Efficiency – Reduction in incident volume
• Risk…