Problem Manager

FPT Latin America; Región Centro; Presencial; 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

Problem Manager (Healthcare IT) | LATAM | Remote

About the Role

We are seeking an experienced Problem Manager to support mission-critical healthcare applications and services while driving operational excellence across enterprise production environments.

In this role, you will be responsible for leading Problem Management activities, performing Root Cause Analysis (RCA), identifying trends, reducing recurring incidents, and driving continuous service improvement. You will collaborate closely with Application Support, Engineering, Infrastructure, Product, and Operations teams while leveraging ServiceNow and AI-powered technologies to improve incident resolution, knowledge management, automation, and engineering productivity.

This is an excellent opportunity to work on large-scale healthcare platforms in a fast-paced, highly collaborative environment.

Key Responsibilities

• Own and manage the end-to-end Problem Management process following ITIL best practices.
• Perform Root Cause Analysis (RCA) for recurring and high-impact production incidents.
• Identify incident trends and recommend permanent corrective and preventive actions.
• Collaborate with Engineering, Infrastructure, Application Support, and Product teams to eliminate recurring production issues.
• Drive continuous service improvement initiatives focused on stability, reliability, and operational excellence.
• Analyze production data, logs, SQL queries, APIs, and system integrations to determine root causes.
• Maintain accurate Problem Records and documentation within ServiceNow ITSM.
• Develop knowledge articles and operational documentation to improve support efficiency.
• Leverage AI-assisted tools to accelerate troubleshooting, documentation, knowledge management, and operational workflows.
• Promote automation-first practices to improve engineering productivity and reduce operational effort.

Required Qualifications

• Experience managing Problem Management processes within enterprise production environments.
• Strong understanding of ITIL Problem, Incident, and Change Management.
• Hands-on experience with ServiceNow ITSM.
• Strong SQL, database, and data analysis skills.
• Experience troubleshooting enterprise applications, APIs, integrations, and infrastructure.
• Excellent analytical thinking and Root Cause Analysis (RCA) skills.
• Strong verbal and written communication skills.
• Customer-focused mindset with a strong sense of ownership.
• Experience supporting enterprise production applications.

Preferred Qualifications

Experience using AI-powered engineering tools such as:

• ChatGPT
• GitHub Copilot
• Claude
• Codex
• Microsoft Copilot

Experience using AI for:

• Incident triage
• Knowledge management
• SQL development
• Documentation
• Operational automation

Knowledge of ServiceNow AI capabilities, including:

• Now Assist
• Predictive Intelligence
• Virtual Agent
• AI Search

Preferred Healthcare Experience

Experience in one or more of the following healthcare domains is highly desirable:

• Claims Processing
• Healthcare Retrieval
• RADV
• HEDIS
• Provider & Member Systems
• Clinical Data Exchange
• Healthcare Data Validation
• HIPAA / PHI-compliant environments
• Optum, UnitedHealthcare, or other healthcare payer organizations

What We're Looking For

• Strong critical thinking and problem-solving skills.
• Ability to identify patterns and eliminate recurring production issues.
• Passion for continuous service improvement.
• Excellent collaboration and stakeholder management skills.
• Interest in leveraging AI to transform IT operations and enterprise support.

Location: Guadañajara (Hybrid)

English: Advanced (written and verbal communication required).