Problem Management Lead: Root-Cause & Incident Prevention

ASM Research, An Accenture Federal Services Company; Phoenix (AZ); On-site; USD 99,000 - 141,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a mid-level Problem Manager to oversee the lifecycle of problems within enterprise IT services, coordinating cross-functional teams to identify root causes and implement sustainable fixes.

You will apply ITIL practices, manage the problem backlog, track metrics, and ensure changes are tested with incident and release processes to protect mission-critical systems.

Qualifications

• Bachelor's degree in information technology, computer science, business administration, or related field.
• Typically 4–7 years of experience in problem management or incident management.
• Strong understanding of ITIL and problem management principles.
• Experience with root cause analysis and corrective actions.
• Excellent communication and organizational skills; ability to manage multiple problems.
• Must have a current secret security clearance.

Responsibilities

• Own the end-to-end problem lifecycle, from detection to closure.
• Apply ITIL-aligned practices and integrate with incident, change, and configuration management.
• Lead and facilitate technical problem reviews using root-cause methods.
• Analyze incident trends and monitoring data to proactively identify problems.
• Maintain a known error database and knowledge base for reuse.
• Coordinate with change management to plan problem-related changes.
• Track and report problem metrics to drive improvements.
• Communicate root causes and progress to stakeholders.

Skills

Problem management

Root cause analysis

Incident management

Communication

Organizational skills

Education

Bachelor's degree in Information Technology or related field

Job description

ASM Research, An Accenture Federal Services Company, seeks a mid-level Problem Manager to oversee the lifecycle of problems within enterprise IT services, coordinating cross-functional teams to identify root causes and implement sustainable fixes.

You will apply ITIL practices, manage the problem backlog, track metrics, and ensure changes are tested with incident and release processes to protect mission-critical systems.