Lead Problem Management & RCA Specialist

Optimum; Plano (TX); On-site; USD 123,000 - 203,000; Full time

Job summary

Optimum is seeking a Lead Change Management professional to own the Problem Management process for a defined service area. The role focuses on root-cause investigations, managing the RCA actions queue, and driving repeat-incident reduction.

Collaboration with Change Management ensures RCA-driven changes are scoped, prioritized, and completed. The Lead operates through influence, mentoring L1-L3 analysts on RCA and handoffs.

Qualifications

• Bachelor's degree in IT, Computer Science, Engineering, or equivalent.
• 8+ years in telecommunications support or related fields.
• Experience leading cross-team root-cause investigations in a complex production environment.
• Proven ability to drive repeat-incident reduction through RCA-driven changes.
• ITIL Foundation v3 or v4 is required.

Responsibilities

• Own and track Problem Management actions for the service area.
• Lead complex root-cause investigations using 5 Whys, fishbone, and fault tree.
• Identify recurring failures and convert findings into Problem records.
• Collaborate with Change Management to scope and track RCA-driven changes.
• Coach L1-L3 analysts on RCA and problem-to-change handoffs.
• Define and enforce execution standards and metrics.
• Define guardrails for AI use in problem investigation.
• Partner with engineering/AI teams on RCA-enhancing solutions.

Skills

RCA techniques

Change management

Cross-team leadership

Executive communication

Mentoring analysts

Education

Bachelor's degree in IT/CS/Engineering

ITIL Foundations

Job description

Optimum is seeking a Lead Change Management professional to own the Problem Management process for a defined service area. The role focuses on root-cause investigations, managing the RCA actions queue, and driving repeat-incident reduction.

Collaboration with Change Management ensures RCA-driven changes are scoped, prioritized, and completed. The Lead operates through influence, mentoring L1-L3 analysts on RCA and handoffs.