Description:

The CIB Problem Management team is responsible for minimizing the impact of incidents by identifying and addressing their root causes across the organization. As a Senior Problem Manager, you will lead ITIL Problem Management processes, facilitate root cause analyses (RCAs), conduct postmortems, and ensure high-quality documentation and follow-up on problem tasks. You will take ownership of complex problems, drive remediation efforts, and contribute to thematic programs that address recurring issues. This role requires strong analytical, communication, and collaboration skills, as well as the ability to influence stakeholders and promote best practices.

 

Primary Responsibilities:

Lead execution of ITIL Problem Management processes, including logging, categorizing, prioritizing, and tracking problems. Initiate, facilitate, and drive RCA meetings and postmortems to identify root and contributing causes of incidents. Ensure high-quality documentation of RCA findings, remediation actions, and evidence for both short- and long-term fixes. Assign, monitor, and follow up on problem tasks, ensuring timely and effective closure. Maintain accurate and comprehensive problem records, including known errors and workarounds, in ServiceNow and other relevant tools. Monitor and report on problem and problem task hygiene, ensuring compliance with process standards and driving continuous improvement. Collaborate with application leads, service owners, technical experts, and senior stakeholders to derive and implement remediation solutions. Lead or support thematic remediation programs, using data analysis and insights to identify and address recurring issues and patterns. Influence adoption of process improvements and best practices in problem management across teams and lines of business. Communicate effectively with stakeholders at all levels, providing assurance of thorough analysis and remediation, and presenting complex findings in a clear, concise manner. Mentor and support junior team members, sharing expertise and promoting a culture of high-quality problem management.

Qualifications:

3+ years of experience in ITIL Problem Management, Incident Management, or related IT operations roles. Strong understanding of ITIL processes, standards, and best practices. Proven experience leading RCAs and postmortems, with a track record of high-quality documentation and remediation. Proficiency with ServiceNow and JIRA. Exceptional communication skills, able to convey complex information to technical and non-technical audiences, including senior management. Strong attention to detail and commitment to process hygiene and continuous improvement. Demonstrated ability to collaborate and influence cross-functional teams and stakeholders. Experience managing multiple tasks and priorities in a fast-paced environment. Advanced analytical skills, with experience in data analysis and identifying patterns. Experience mentoring or coaching junior team members is a plus.

Tools:

ServiceNow (problem logging, tracking, documentation) JIRA (task management) LLM Suite (prompting and analysis) Alteryx (data analysis)