Problem Manager

Intelliswift - An LTTS Company; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Intelliswift - An LTTS Company in Chicago seeks a Problem Manager to lead and mature the Problem Management function within the Insurance industry context. You will drive root cause analyses, validate permanent fixes, and partner with cross-functional teams to prevent recurrence and improve service resiliency.

The role focuses on end-to-end lifecycle governance, KEDB maintenance, and proactive improvements aligned with ITIL best practices.

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.

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.

Skills

ITIL Problem Management

Root Cause Analysis

Systemic risk identification

Stakeholder management

Strong communication

Tools

ServiceNow

Job description

Required - Problem Manager from Insurance Industry

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