IT Problem Manager: Root Cause & Incident Prevention Lead

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to oversee the end-to-end lifecycle of IT problems, driving RCA and permanent fixes to prevent incidents. You will work with incident management and other IT teams to prioritize issues by impact and urgency, and implement proactive measures to improve system stability.

The role emphasizes ITIL-based practices, cross-team collaboration, and documentation discipline to enhance performance across federal IT

Qualifications

• Bachelor's degree in IT, Computer Science or Business Administration (or equivalent).
• 4+ years in problem or incident management.
• Strong ITIL knowledge and best practices.
• Experience with problem and incident management tools.
• Expert-level root cause analysis skills.

Responsibilities

• Manage the lifecycle of all problems from initial detection through resolution.
• Conduct root cause analysis (RCA) 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 problem recurrence.
• Maintain comprehensive problem records and documentation.
• Generate problem management reports and metrics.

Skills

Root Cause Analysis

ITIL Knowledge

Incident Management

Lifecycle Management

Technical Infra

Education

Bachelor's degree in IT/CS/Business

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to oversee the end-to-end lifecycle of IT problems, driving RCA and permanent fixes to prevent incidents. You will work with incident management and other IT teams to prioritize issues by impact and urgency, and implement proactive measures to improve system stability.

The role emphasizes ITIL-based practices, cross-team collaboration, and documentation discipline to enhance performance across federal IT