ITIL Problem Manager (LATAM) – Technology Infrastructure

SYNNEX Corporation; Bogotá; On-site; MXN 700,000 - 1,000,000; Full time

Benefits offered by this job

Elective Benefits

Grow Your Career

Life Empowerment Assistance Program

Job summary

TD SYNNEX is seeking an experienced ITIL Problem Manager to lead Problem Management activities across the Americas, driving service stability and continuous improvement. This role requires strong ITIL expertise, enterprise infrastructure knowledge, and the ability to communicate complex topics to technical and executive audiences.

You will own end-to-end processes, identify recurring issues, perform RCA, and drive remediation plans while supporting Major Incidents when needed.

Qualifications

• 5+ years of experience in ITIL Problem Management and ITSM.
• Experience leading RCA investigations and major incident handling.
• Experience in large multinational environments.
• Strong communication for technical and executive audiences.
• Proven ability to drive Continual Service Improvement initiatives.

Responsibilities

• Own end-to-end Problem Management across the Americas.
• Identify recurring incidents and perform RCA.
• Lead remediation actions and track progress.
• Support Major Incident response and post-incident reviews.
• Develop operational and executive dashboards using Power BI.

Skills

ITIL Problem Management

Major Incident Management

ITSM

IT Operations

Infrastructure Support

Root Cause Analysis

Power BI

Enterprise Infrastructure

Tools

EasyVista

SharePoint

Power BI

ITSM tools

Job description

## ITIL Problem Manager (LATAM) – Technology InfrastructureApplylocations: San Jose, Costa Rica: Bogota, Colombia: Mexico City, Mexicotime type: Full timeposted on: Posted Todayjob requisition id: R53259## Job SummaryTD SYNNEX is seeking an experienced **ITIL Problem Manager** to lead Problem Management activities across the Americas region, driving service stability, operational excellence, and continuous improvement initiatives.This role is responsible for identifying recurring issues, conducting root cause analysis, driving remediation plans, managing major incidents when required, and partnering with technical teams to prevent service disruptions. The ideal candidate combines strong ITIL expertise, enterprise infrastructure knowledge, analytical skills, and the ability to communicate complex technical topics to both technical and executive audiences.Reporting directly to the regional leadership team, this position plays a critical role in improving service reliability and ensuring accountability across infrastructure, applications, and support organizations.## Key Responsibilities### ITIL Problem Management* Own the end-to-end Problem Management process across the Americas region.* Identify recurring incidents and service disruptions through proactive trend analysis.* Lead Root Cause Analysis (RCA) activities and facilitate problem review meetings.* Drive corrective and preventive actions to eliminate recurring issues.* Ensure problem records, actions, and remediation plans are accurately tracked and completed.* Measure and report on Problem Management KPIs and service improvement initiatives.### Major Incident Management Support* Lead and coordinate Major Incident response activities when required.* Facilitate technical bridges and stakeholder communications during critical incidents.* Ensure timely resolution and escalation of high-priority service disruptions.* Conduct post-incident reviews and document lessons learned.### Service Improvement & Analytics* Analyze incident and request data to identify service trends and systemic issues.* Develop operational and executive-level reporting using Power BI and ITSM tools.* Present findings, risks, and recommendations to leadership teams.* Drive Continual Service Improvement (CSI) initiatives aligned with ITIL best practices.### Cross-Functional Collaboration* Partner with Infrastructure, Network, Security, Application, Service Desk, and Operations teams.* Track accountability and follow-up actions across multiple technical groups.* Support governance activities and ensure adherence to Problem Management standards.## Required Qualifications### Experience* 5+ years of experience in: + ITIL Problem Management + Major Incident Management + IT Service Management (ITSM) + IT Operations + Infrastructure Support* Demonstrated experience leading Root Cause Analysis investigations.* Experience managing enterprise-wide incidents and service improvement programs.* Experience operating within large global or multinational environments.## Technical KnowledgeStrong understanding of:* ITIL Framework* Problem Management* Incident Management* Major Incident Management* Root Cause Analysis (RCA)* Change Management processes* Enterprise Infrastructure environments + Networks + Firewalls + Databases + Application Servers + Cloud ServicesExperience with:* EasyVista or similar ITSM platforms* SharePoint* Power BI* Service reporting and analytics* KPI and trend analysisAt TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.**What’s In It For You?*** **Elective Benefits:** Our programs are tailored to your country to best accommodate your lifestyle.* **Grow Your Career:** Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.* **Elevate Your Personal Well-Being:** Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.* **Diversity, Equity & Inclusion:** It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.* **Make the Most of our Global Organization**: Network with other new co-workers within your first 30 days through our onboarding program.* **Connect with Your Community:** Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.**Don’t meet every single requirement? Apply anyway.**At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!### Join the Power of Us at TD SYNNEXWe’re 22,000 of IT’s best and brightest, who share an unwavering commitment to bringing products, services and solutions to the world.Take the next step towards a rewarding career and apply today. We’re excited to meet you!