IT Problem Manager — Root Cause & Stability Lead

ASM Research, An Accenture Federal Services Company; Charleston (WV); 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, preventing incidents from recurring. You will lead root cause analyses, implement permanent fixes, and work with incident and change teams to improve system stability and performance.

The role requires 4+ years in problem/incident management, strong ITIL knowledge, and experience with federal IT environments.

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.
• Excellent communication and interpersonal skills.
• Ability to manage multiple issues simultaneously.
• Experience with federal IT environments.

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 & Problem Solving

ITIL Framework Knowledge

Incident Management Integration

Problem Lifecycle Management

Technical Infrastructure Knowledge

Excellent communication

Multi-tasking

Federal IT environments

Education

Bachelor's degree in IT, Computer Science, or Business Administration

Tools

ServiceNow

CASTLE-NET IT environment

Job description

ASM Research, An Accenture Federal Services Company is seeking a Problem Manager to identify, analyze, and resolve IT infrastructure problems, preventing incidents from recurring. You will lead root cause analyses, implement permanent fixes, and work with incident and change teams to improve system stability and performance.

The role requires 4+ years in problem/incident management, strong ITIL knowledge, and experience with federal IT environments.