Problem Management Specialist

Flō Networks; Ciudad Juárez; Presencial; MXN 700.000 - 900.000; Jornada completa

Descripción de la vacante

Flō Networks in Ciudad Juárez, Mexico is seeking a Problem Management Specialist to partner with the Problem Manager. You will analyze incidents, identify recurring patterns, and champion concrete improvements to reduce impact on services.

You will lead cross-functional RCA sessions, maintain the Known Error Database, and translate findings into actionable change plans with owners and timelines. Fluency in English and Spanish is required.

Formación

• Bachelor’s degree in IT/engineering or equivalent practical experience.
• 3-5 years in IT or telecommunications service management with incident/problem focus.
• Structured RCA experience and written RCA deliverables.
• ITIL 4 Service Management knowledge; ITIL 4 Foundation cert or plan to obtain within 6 months.
• Strong analytical skills with large ticket data and trend spotting.
• Experience with ITSM/CRM platforms and reporting dashboards.
• Excellent written and verbal communication; able to influence without authority.
• Bilingual English and Spanish.

Responsabilidades

• Analyze incident, alarm, and change data to identify recurring issues.
• Build recurrence views by service, site, customer, product, technology, vendor.
• Correlate incidents with changes, maintenance, vendor events, and environment.
• Raise problem records with hypothesis, evidence, and impact.
• Lead RCA sessions using 5 Whys, Ishikawa, or other methods.
• Coordinate cross-functional RCA with Engineering, NOC, Field Ops, and vendors.
• Maintain Known Error Database with workarounds and fixes.
• Translate RCA findings into actionable improvements with owners and timelines.
• Submit changes arising from problem records and verify results.

Conocimientos

Problem management

Root cause analysis

ITIL 4

SQL

Data analysis

Communication

Bilingual EN/ES

Educación

Bachelor's degree in IT/engineering

Herramientas

Dashboard tools

Monitoring tools

Observability platforms

Descripción del empleo

Flō Networks is a leading provider of telecommunications services between the US and Mexico. We provide voice and data services to Fortune 1000 companies, telecommunications, and cable companies over a fiber optic network that spans over 35,000 km between both countries.

We have an immediate need for an experienced Problem Management Specialist. This position will be based in Ciudad Juarez, Chihuahua, Mexico.

The Role:

The Problem Management Specialist works alongside the Problem Manager to reduce the number and impact of incidents affecting our services. The role is deliberately proactive: rather than waiting for the next outage, this person analyzes incident and service data to find recurring failure patterns, determines root cause, and then formulates and champions concrete improvement recommendations - technical, procedural, or commercial - to the teams that own the service. Success in this role is measured by incidents that stop happening, not by tickets closed.

The Responsibilities:

• Analyze incident, alarm, and change data across the customer base to identify services with recurring or chronic issues before they *escalate* into major incidents or customer escalations.
• Build and maintain recurrence views by service, site, customer, product, technology, and vendor; set thresholds that flag a service as a problem candidate.
• Correlate incidents against change records, maintenance windows, vendor events, and environmental factors to separate coincidence from causation.
• Raise problem records for patterns identified, with a clear hypothesis, supporting evidence, and an estimated customer impact.
• Lead and document root cause analysis using structured methods (5 Whys, Ishikawa/fishbone, fault tree, chronological/timeline analysis), selecting the method appropriate to the problem.
• Coordinate cross-functional RCA sessions with Engineering, NOC, Field Operations, and vendors; keep them focused, evidence-driven, and time-bound.
• Distinguish root cause from contributing factors and symptoms, and state clearly where evidence is inconclusive rather than forcing a conclusion.
• Maintain the Known Error Database (KEDB): record known errors, workarounds, and permanent fixes so that Incident Management can resolve repeat incidents faster.
• Translate RCA findings into specific, actionable improvement recommendations with an owner, a proposed timeline, and an expected reduction in incident volume or impact.
• Submit and keep track of changes or projects arising from problem records; verify after implementation that the change actually delivered the expected service performance.
• Follow recommendations through to closure; chase owners, elevate stalled items to the Problem Manager, and close the loop with measured results.
• Maintain problem management reporting: top recurrent services and customers, open problem records and their status, known errors, improvement actions and their realized benefit.
• Prepare problem-related content for customer service reviews and support the commercial team and the Problem Manager in presenting findings and remediation plans to customers.
• Write RCA reports that are accurate and readable for both engineering and non-technical customer audiences.
• Feed trend insights back into Incident, Change, Capacity, and Availability Management, and into product and engineering roadmap discussions.
• Support the Problem Manager in maintaining and improving the problem management process, templates, criteria, and tooling.
• Keep problem records complete, current, and auditable in the service management toolset.
• Contribute to post-major-incident reviews and ensure every major incident results in a problem record where appropriate.

The Requirements:

• Bachelor’s degree in engineering, computer science, information systems, or equivalent practical experience.
• 3-5 years in IT or telecommunications service management, service assurance, technical support, or network operations, including hands-on exposure to problem or incident management.
• Demonstrated experience performing structured root cause analysis and producing written RCA deliverables.
• Working knowledge of the ITIL 4 service management framework, particularly the Problem Management practice and its interfaces with Incident Management, Change Enablement, and Continual Improvement. ITIL 4 Foundation certification required, or to be obtained within the first six months.
• Strong analytical skills: comfortable working with large volumes of ticket and event data, spotting patterns, and quantifying impact.
• Practical experience with an ITSM/CRM platform, including reporting and dashboards.
• Solid written and verbal communication skills, with the ability to explain technical findings to non-technical stakeholders and to influence teams over whom the role has no direct authority.
• Organized and persistent — able to run multiple open problem records in parallel and drive long-running actions to completion.
• Experience in a managed services, carrier, or telecommunications environment, with familiarity with network services and technologies (Ethernet, IP/MPLS, SD-WAN, DIA, fiber access, managed security).
• Working knowledge of SQL or comparable data query skills, and experience building reports or dashboards from ticket data.
• Experience in monitoring, alarm correlation, and observability tooling.
• Experience contributing to customer-facing service reviews or QBRs.
• Must have excellent written and verbal communication, organization, leadership, and customer service skills, along with strong business ethics.
• Bilingual - Fluent in English and Spanish.

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