Problem Manager – ITIL, ServiceNow, Root Cause Analysis

• Facilitate timely 5 Whys Root Cause Analysis sessions for P1 incidents and recurring P2 incidents
• Review system logs, monitoring tools, dashboards, and change records to establish timelines and contributing factors
• Use AI-assisted tools for incident investigations, timeline generation, RCA documentation, and knowledge capture
• Document root causes and corrective actions in Service Now Problem Management records
• Lead the end-to-end Problem Management lifecycle from investigation through closure
• Partner with technical teams to create Remediation Action Plans
• Track remediation, accelerate risks, and hold stakeholders accountable
• Validate solutions address root causes and prevent recurrence
• Measure and report service reliability, operational risk, and incident recurrence improvements
• Identify recurring patterns across infrastructure, cloud, application, and network incidents
• Drive proactive problem identification and long-term service improvements
• Recommend monitoring enhancements, automation opportunities, and architectural improvements
• Facilitate weekly Problem Review meetings
• Maintain executive dashboards and Problem Management reporting
• Deliver executive-ready summaries and status updates
• Produce RCA reports for customers and senior leadership
• Improve governance processes, operational standards, runbooks, and reporting practices
• Champion automation and AI-enabled workflows

• 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 Service Now 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 across enterprise technology environments
• Knowledge of Windows and Linux platforms
• Knowledge of VMware and Hyper-V virtualization
• Understanding of performance troubleshooting for CPU, memory, storage, and I/O
• Knowledge of SAN and NAS environments and storage performance, redundancy, and resiliency concepts
• Knowledge of routing, switching, VLANs, DNS, firewalls, load balancing, packet flow, latency, and packet loss
• Knowledge of AWS and Microsoft Azure, including cloud networking, compute, identity, and storage
• Understanding of APIs, microservices, distributed systems, CI/CD, deployment pipelines, application defects, configuration drift, and dependencies
• 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 preferred
• Experience with executive stakeholders and client-facing incident communications preferred

Demonstrates expertise in ITIL Problem Management and Incident Management, with a strong focus on conducting Root Cause Analysis and driving service reliability improvements. Proficient in utilizing Service Now for documentation and reporting, while effectively communicating with executive stakeholders.

• ITIL Problem Management
• Root Cause Analysis
• Service Now
• Operational Reporting
• Cloud Networking

• 5 Whys Investigation
• Operational Analytics
• Performance Troubleshooting
• API Understanding
• CI/CD
• Virtualization (VMware, Hyper-V)
• Storage Performance (SAN, NAS)
• Networking (Routing, Switching, VLANs)
• Cloud Platforms (AWS, Microsoft Azure)
• Documentation

• Analytical Skills
• Facilitation Skills
• Stakeholder Management
• Influencing Skills
• Communication Skills

• ITIL Foundation

• IT Operations
• Incident Management
• Major Incident Management
• Operational Governance
• Service Reliability

• Service Now
• Monitoring Tools
• Dashboards
• AI-Assisted Tools
• Executive Dashboards