Problem Manager

WHAT YOU MUST HAVE Experience Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline. 58 years of IT operations or managed services experience, with at least 3 years in a Problem Management or operational analysis role. Proven track record of leading structured RCA investigations for complex infrastructure failures. Experience working across multi-tower infrastructure environments (compute, network, database, EUC, cloud). Demonstrated ability to collaborate with Incident, Change, and Release Management to drive CAPAs to closure. Technical & Process Skills Strong working knowledge of ITIL-aligned Problem Management processes and RCA methodologies. Hands-on experience with enterprise ITSM platforms, particularly ServiceNow (problem records, KEDB, dashboards). Strong analytical skills: ability to interpret incident trend data, identify patterns, and produce governance-ready insights. Experience using data analytics or visualization tools (e.g., Power BI, ServiceNow Performance Analytics, Excel) for trend analysis. Role & responsibilities Preferred candidate profile