IT Problem Manager - Root Cause & Resolution

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

Job summary

ASM Research, An Accenture Federal Services Company in Indianapolis is seeking a Problem Manager to identify, analyze, and resolve IT infrastructure problems to prevent incidents from recurring. This role manages the lifecycle of all problems, from initial detection through to resolution, ensuring root causes are identified and permanent fixes are implemented.

You will work closely with incident management, change management, and other IT teams to prioritize problems based on impact and urgency,

Qualifications

• Bachelor's degree or equivalent experience in IT, CS, or business administration.
• 4+ years in problem management or incident management.
• Strong ITIL understanding and best practices.
• Experience with federal IT environments.
• Proficiency with problem and incident management tools.

Responsibilities

• Manage 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

Communication Skills

Multi-tasking

Federal IT Environments

Education

Bachelor's degree in IT/CS/Business Admin

Tools

ServiceNow

CASTLE-NET

Job description

ASM Research, An Accenture Federal Services Company in Indianapolis is seeking a Problem Manager to identify, analyze, and resolve IT infrastructure problems to prevent incidents from recurring. This role manages the lifecycle of all problems, from initial detection through to resolution, ensuring root causes are identified and permanent fixes are implemented.

You will work closely with incident management, change management, and other IT teams to prioritize problems based on impact and urgency,