Problem Mgmt. Lead / Problem Manager

Position Overview

The Problem Mgmt. Lead coordinates the problem‑management function to identify, analyze, and eliminate the underlying causes of recurring incidents across mission‑critical IT services. The role manages the lifecycle of problem records from detection through root‑cause analysis, remediation planning, and verification of permanent fixes in a structured, ITIL‑aligned environment.

Working closely with incident, change, and service owners, the lead helps prioritize problems by business impact and ensures that corrective actions are implemented safely and effectively. The position also maintains known‑error records, documents lessons learned, and recommends process or automation improvements that reduce future disruptions and enhance overall service reliability.

Key Responsibilities

• Coordinate the end‑to‑end problem‑management process, including intake, categorization, prioritization, investigation, and closure of problem records.

• Lead cross‑functional investigations using structured root‑cause techniques and impact analysis, documenting findings and recommended corrective actions.

• Collaborate with incident and change‑management teams to link related incidents, plan remediation changes, and ensure fixes are implemented safely with appropriate validation.

• Create and maintain a known‑error database and problem knowledge articles to support faster incident resolution and prevention.

• Perform trend analysis on incident and problem data to identify systemic weaknesses, recurring patterns, and opportunities for improvement.

• Develop and maintain problem‑management guidelines, procedures, and process documentation, and provide coaching to first‑level associates and stakeholders on effective problem‑management practices.

• Produce dashboards and reports that track problem backlogs, root‑cause categories, remediation progress, and key performance indicators for leadership.

• Serve as an escalation point between business stakeholders and technical teams for complex or recurring issues, ensuring clear communication and follow‑through on resolutions.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant experience.

• 5–10 years of experience in incident and/or problem management, including at least 4 years focused on structured problem‑management activities.

• Strong understanding of ITIL‑based problem‑management principles, frameworks, and best practices, with hands‑on experience using incident and problem‑management tools.

• Demonstrated ability to conduct root‑cause analysis, define corrective and preventive actions, and manage multiple concurrent problem investigations.

• Excellent analytical, technical writing, communication, and interpersonal skills, with the ability to translate technical issues into clear language for non‑technical stakeholders.

• Ability to obtain and maintain a Public Trust investigation and to work in a U.S.‑only federal IT context, with U.S. citizenship as specified.

• Willingness and ability to travel 10–25% to support stakeholder engagement, facilitation sessions, and operational coordination.

Preferred Qualifications

• ITIL Foundation certification and/or formal Problem Management certification.

• Experience operating as a senior problem manager or analyst in a complex, ITIL‑structured environment supporting federal or large enterprise operations.

• Background designing and maintaining problem‑management dashboards, metrics, and reporting used by management and executive leadership.

• Familiarity with fault and performance monitoring tools and data‑analysis techniques used to identify trends and drive service‑improvement initiatives.