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Problem Manager

Richmond, VA | Full Time

Job Description

Job Description:

Senior role that provides front-line support to end users responding to issues related to Incidents and Problem Management Governance for multiple applications, with the primary focus on triage leadership of all business impacting incidents. Responsibilities include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures.

This role is the key focal point for the customer/client/associate experience and owns restoring complex/major production incidents under tight Service Level Agreements and pursue root cause and problem resolution follow-up. Network Services Operations organization is seeking a Problem Manager with experience in network problem management industry practices. The role will be part of a global team responsible for problem investigations as a result of network outages, ensuring that root causes are identified and eradicated from the environments.

Position Summary:

The candidate will:

  • Conduct proactive assessments of events to determine opportunities for root cause investigation
  • Ensure that the problems for which they are responsible for:
    • Reviews Problem priority and determines if the impact or urgency needs to be adjusted
    • Track progress through the Problem Management process in a timely and prioritized fashion
    • Ensure that the information entered/documented is accurate and complete; Including, but not limited to, workarounds, solutions, process enhancements, and root cause
    • Ensure that the root cause is determined
  • Monitor Problem queues via the Remedy Problem Console, eSmart and Tableau dashboards
  • Periodically review their problem investigations for which a practical solution could not be found or is undetermined.
  • Verify structural solutions and close the known errors and problem investigations that they manage.
  • Maintains open Problems for status changes and ensures the data quality in the PBI and PKE records for weekly management reports and Monthly Scorecard.
  • Coordinates Problem resolution with any relevant stakeholders, both technical and business as required.
  • Provide information and host LOB meetings to customer/end-user regarding the status of their known errors (PKE) and problem investigations (PBI) records.
  • Communicate with the customer/end-user to gain agreement that the known errors (PKE) and problem investigations (PBI) records have been resolved and closes the record.
  • Conduct problem process audits for a sampling of problems.

Required Skills

  • 3 years of experience with IT Network Infrastructure
  • Solid understanding of Network Services and the integration with other Infrastructure solutions
  • Excellent customer facing communication skills, customer support and knowledge of ITIL best practices
  • Analytical mindset with proven problem solving skills
  • Ability to identify and document new processes/procedure based on changes/initiatives
  • Ability to successfully manage multiple moderately complex tasks concurrently
  • Ability to work both independently and as part of a global cross-functional team
  • Ability to communicate clearly and concisely both verbally and written in technical and business terms
  • B.S. degree in Computer Science, Engineering, Business, or equivalent

Desired Skills

  • Knowledge of Agile framework & SCRUM ceremonies
  • Moderate level of proficiency of MS Office products


1st shift (United States of America)

Hours Per Week: 


Skills for Problem Manager

The job skills required for Problem Manager include Leadership, Initiative, Problem Solving, Communication Skills etc. Having related job skills and expertise will give you an advantage when applying to be a Problem Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Problem Manager. Select any job title you are interested in and start to search job requirements.

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Career Path for Problem Manager

The following is the career advancement route for Problem Manager positions, which can be used as a reference in future career path planning. As a Problem Manager, it can be promoted into senior positions as an E commerce Risk Director that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Problem Manager. You can explore the career advancement for a Problem Manager below and select your interested title to get hiring information.