Remote IT Problem Manager — RCA & Incident Lead

TEKsystems; United States; Remote; USD 76,000 - 90,000; Full time

Job summary

TEKsystems is seeking a Technical Problem Manager to join our team on a remote basis. This contract role leads the end-to-end Problem Management lifecycle, coordinates Root Cause Analyses, and partners with Incident, Change, Engineering, and other teams to drive corrective actions and reduce operational risk.

The ideal candidate has enterprise IT Problem Management experience, ITIL/ITSM proficiency, and hands-on ServiceNow skills.

Qualifications

• Extensive experience in enterprise IT Problem Management.
• Technical background in Networking, Service/Application Engineering, or Operations.
• Experience leading complex Root Cause Analyses.
• Strong ITIL, Incident, and Change Management knowledge.
• Experience with ITSM tools like ServiceNow.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead end-to-end Problem Management lifecycle from investigation to closure.
• Facilitate and validate Root Cause Analyses.
• Partner with Incident Management, Change Management, Engineering, and other teams.
• Drive accountability for corrective and preventive actions.
• Analyze incident trends and reduce operational risk.
• Maintain governance, reporting, metrics, and SLA compliance.
• Utilize ServiceNow to track problems, actions, and resolutions.

Skills

Problem Management

Root Cause Analysis

ITIL/ITSM

ServiceNow

Communication

Stakeholder management

Incident & Change Management

Job description

TEKsystems is seeking a Technical Problem Manager to join our team on a remote basis. This contract role leads the end-to-end Problem Management lifecycle, coordinates Root Cause Analyses, and partners with Incident, Change, Engineering, and other teams to drive corrective actions and reduce operational risk.

The ideal candidate has enterprise IT Problem Management experience, ITIL/ITSM proficiency, and hands-on ServiceNow skills.