Healthcare IT Problem Manager: RCA & AI-Driven Reliability

FPT Latin America; Región Centro; Híbrido; MXN 1.532.000 - 2.383.000; Jornada completa

Descripción de la vacante

FPT Latin America seeks an experienced Problem Manager for Healthcare IT in LATAM, with a hybrid work setup. You will lead end-to-end problem management, perform RCA, and drive initiatives to reduce recurring incidents across large healthcare platforms.

Collaboration with multiple teams and using ServiceNow and AI tools will be central to improving incident resolution and operational efficiency. The role emphasizes data analysis, knowledge management, and automation to accelerate support and

Formación

• Experience leading Problem Management in enterprise production environments.
• Strong ITIL knowledge across Problem, Incident and Change Management.
• Hands-on ServiceNow ITSM experience and advanced SQL skills.
• Proficient in analyzing enterprise apps, APIs and integrations.

Responsabilidades

• Own end-to-end Problem Management following ITIL best practices.
• Perform RCA for recurring and high-impact incidents.
• Identify trends and recommend permanent actions.
• Collaborate with Engineering, Infrastructure, App Support and Product teams to stop recurring issues.
• Lead continuous improvement focused on stability and reliability.
• Analyze production data, logs, SQL queries, APIs and integrations to find root causes.
• Maintain Problem Records in ServiceNow ITSM.
• Create knowledge articles and documentation to boost efficiency.
• Leverage AI-assisted tools to speed troubleshooting and automation.
• Promote automation-first approaches to reduce operational effort.

Conocimientos

Root Cause Analysis

Incident Management

ITIL

Data Analysis

Communication

Automation

AI in IT Ops

Problem Management

Herramientas

ServiceNow ITSM

SQL

APIs

AI tools

Descripción del empleo

FPT Latin America seeks an experienced Problem Manager for Healthcare IT in LATAM, with a hybrid work setup. You will lead end-to-end problem management, perform RCA, and drive initiatives to reduce recurring incidents across large healthcare platforms.

Collaboration with multiple teams and using ServiceNow and AI tools will be central to improving incident resolution and operational efficiency. The role emphasizes data analysis, knowledge management, and automation to accelerate support and