Problem Manager

Hello,

Contact JC : 58817

Job Title : Problem Manager

Location : New Jersey / New York

Bill rate : 60-72 USD / H

Mandatory Skills : ITIL Problem Mgmt .

Career Band : B2 / B3

Shift : 8 / 5 Rotational

Experience : 6+ years in Problem Management or Major Incident Management within IT Service Management

Key Responsibilities :

• Provide Root Cause Analysis (RCA) document within 5 business days of incident resolution.
• Prioritize and schedule calls with technical teams to identify the root cause of issues.
• Update and maintain the Problem Field in Service-Now with data from RCA investigations.
• Manage Problem Tasks derived from investigations until closure.
• Ensure SLAs are met and root cause analysis is completed on time.
• Review monthly metrics (RCA submissions, CAPA closure, Problem Record closure) and achieve targets.
• Drive proactive Problem Management through incident trend analysis and action plan creation to reduce incidents.

Key Skills and Competencies :

Basic Technical Skills :