IT Problem Manager: Root-Cause & Prevention Leader

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to identify, analyze, and resolve IT infrastructure problems to prevent incidents. You will manage the lifecycle from detection to resolution and collaborate with incident, change, and other IT teams to improve stability.

Ideal candidates have 4+ years in problem or incident management, strong ITIL knowledge, and expert RCA skills, with excellent communication and the ability to handle multiple issues

Qualifications

• Bachelor's degree in IT, Computer Science, or Business Administration (or equivalent experience).
• 4+ years of experience in problem management or incident management.
• Strong understanding of ITIL frameworks and best practices.
• Proficiency with problem and incident management tools and systems.
• 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 Integration

Problem Lifecycle

Technical Infrastructure

Education

Bachelor's degree in IT/CS/Business

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to identify, analyze, and resolve IT infrastructure problems to prevent incidents. You will manage the lifecycle from detection to resolution and collaborate with incident, change, and other IT teams to improve stability.

Ideal candidates have 4+ years in problem or incident management, strong ITIL knowledge, and expert RCA skills, with excellent communication and the ability to handle multiple issues