IT Problem Manager - RCA & Prevention Leader

ASM Research, An Accenture Federal Services Company; Boston (MA); On-site; USD 94,000 - 133,000; Full time

Job summary

ASM Research is seeking a Problem Manager to identify, analyze, and resolve problems in IT infrastructure, preventing incidents from recurring. You will drive root-cause analysis, implement permanent fixes, and partner with incident/change teams to improve stability and performance.

The role requires ITIL expertise, 4+ years in problem or incident management, and experience with federal IT environments. Strong communication and multitasking are essential.

Qualifications

• Bachelor's degree in IT, Computer Science, or Business Administration (or equivalent).
• 4+ years of experience in problem management or incident management.
• Strong ITIL knowledge and best practices.
• Proficiency with problem/incident management tools and systems.
• Expert-level root cause analysis skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple issues simultaneously.
• Experience with federal IT environments.

Responsibilities

• Manage lifecycle of all problems from detection to resolution.
• Conduct root cause analysis on IT infrastructure issues.
• Develop and implement permanent corrective actions.
• Prioritize problems based on impact and urgency.
• Collaborate with incident management teams on integration.
• Develop process improvements to prevent recurrence.
• Maintain problem records and documentation.
• Generate problem management reports and metrics.

Skills

Root Cause Analysis

ITIL Knowledge

Incident Management

Problem Lifecycle

Technical Infra

Education

Bachelor's degree in IT/CS/Business

Tools

ServiceNow

Ticketing Systems

CASTLE-NET familiarity

Job description

ASM Research is seeking a Problem Manager to identify, analyze, and resolve problems in IT infrastructure, preventing incidents from recurring. You will drive root-cause analysis, implement permanent fixes, and partner with incident/change teams to improve stability and performance.

The role requires ITIL expertise, 4+ years in problem or incident management, and experience with federal IT environments. Strong communication and multitasking are essential.