Problem Management Engineer

Beacon Technologies; Madison, Boston (WI, MA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health and dental premiums

Job summary

Beacon Technologies is seeking a Problem Management Engineer to lead and mature the Problem Management function, preventing incident recurrence and improving service resiliency. You will oversee end-to-end lifecycle, drive root cause analysis, and partner with cross-functional teams to implement permanent fixes.

Ideal candidates have ITIL experience, strong communication, and the ability to influence stakeholders across infrastructure, applications, and cloud platforms.

Qualifications

• Experience applying ITIL problem management processes.
• Lead root cause analysis in complex environments.
• Strong communication and stakeholder management.
• Background in infrastructure, apps, cloud, or enterprise platforms.

Responsibilities

• Lead end-to-end problem management lifecycle.
• Oversee known error database and knowledge articles.
• Perform RCA and validate permanent fixes.
• Collaborate with Incident, Change, and Reliability teams.
• Drive proactive problem management and monitoring improvements.

Skills

ITIL Knowledge

Root Cause Analysis

Stakeholder Mgmt

Communication

Cloud / Infra

ServiceNow

Tools

ServiceNow

Job description

Beacon Technologies is seeking a Problem Management Engineer for our client partner. The Operating Engineer will serve as the Problem Management Engineer responsible for leading and maturing the Problem Management function to prevent incident recurrence, reduce operational risk, and improve service resiliency. The role will oversee the end-to-end Problem Management lifecycle, lead and validate root cause analysis efforts, partner with cross-functional teams to implement permanent fixes, and drive continuous improvement aligned with ITIL best practices.

Key Responsibilities

• Lead the end-to-end Problem Management lifecycle
• Ensure quality, evidence-based root cause analysis and validation of permanent fixes
• Partner with Incident Management, Change Management, Reliability Engineering, Service Owners, and vendors
• Establish governance, metrics, reporting, and quality standards for Problem Management
• Maintain and improve the Known Error Database (KEDB) and related knowledge articles
• Drive proactive problem management, automation, and monitoring improvements

Required Qualifications

• Strong understanding of ITIL Problem Management processes and best practices
• Experience leading Root Cause Analysis in complex technical environments
• Technical background in infrastructure, applications, cloud, or enterprise platforms
• Experience with ServiceNow or comparable ITSM platforms
• Strong communication and stakeholder management skills
• Ability to identify systemic risk and drive proactive improvements

Preferred Qualifications

• ITIL Foundation certification or higher
• Experience in large-scale enterprise environments
• Experience supporting Major Incident or executive outage review forums
• Familiarity with automation, observability, and proactive problem management techniques
• Experience working with vendors and external service providers

About Beacon Technologies

Are you looking to advance your career in information technology? Beacon Technologies offers career advancement opportunities, extensive training, and in addition to providing interesting opportunities, Beacon Technologies provides that old fashioned, personal touch, so you feel like a part of the Beacon team.

• excellent benefits including paying for health and dental premiums for salaried employees.

Beacon Technologies, Inc. is an equal employment opportunity employer with a functioning Affi mative Action Plan. It is the policy of Beacon Technologies, Inc. to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin,genetic information, ethnicity, ancestry, disability, medical condition, military and veteran status, or any other characteristic protected by law. Beacon Technologies, Inc. prohibits any such discrimination or harassment.