Problem Manager - ITIL RCA & Proactive Incident Prevention

ASM Research, An Accenture Federal Services Company; Providence (RI); 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 and prevent recurrence. You will manage the problem lifecycle from detection to permanent fix, collaborating with incident and change management, and driving proactive measures to enhance system stability.

Ideal candidates have 4+ years in problem/incident management, strong ITIL knowledge, expert RCA skills, 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

ITIL Knowledge

Incident Management

Problem Lifecycle

Technical Infrastructure

Education

Bachelor's degree or equivalent in IT/CS/Business

Tools

ServiceNow

Ticketing systems

Job description

ASM Research, An Accenture Federal Services Company is seeking a Problem Manager to identify, analyze, and resolve IT infrastructure problems and prevent recurrence. You will manage the problem lifecycle from detection to permanent fix, collaborating with incident and change management, and driving proactive measures to enhance system stability.

Ideal candidates have 4+ years in problem/incident management, strong ITIL knowledge, expert RCA skills, and experience with federal IT environments.