Remote Problem Management Lead - RCA & ITIL Expert

Vantage Data Centers; United States; Teletrabalho; USD 85 000 - 105 000; Tempo integral

Resumo da oferta

Vantage Data Centers is seeking a Problem Management Specialist to support North America Site Operations. You will coordinate end-to-end RCA activities, guide teams in evidence-based root cause analyses, and ensure durable corrective actions across multiple teams.

The role emphasizes maintaining auditable data, producing customer-ready narratives, and driving continual improvement. The position requires strong facilitation, analytical thinking, and collaboration across Operations, Reliability

Qualificações

• ITIL Problem Management principles understanding (problem identification, root cause analysis, known-error management)
• Bachelor of Science degree in Information Technology, Business Management, related field, or equivalent experience
• 3 years of experience in Problem Management or equivalent supporting function
• Hands-on experience with ServiceNow or CMMS for problem/change records
• Ability to facilitate structured investigations with technical and operational teams
• Knowledge of root cause analysis methods (5 Whys, fault-tree, fishbone)
• Strong organizational, written and verbal communication skills, coordinating multiple owners and deadlines
• Experience with cross functional coordination (engineering, service management, vendors) and producing executive-level updates

Responsabilidades

• Review qualifying Site Operations incidents and initiate Problem records in ServiceNow
• Plan and facilitate root cause analysis sessions with stakeholders
• Document problem statements, impacts, root causes, and corrective actions
• Create and track problem tasks, work orders, and change requests through closure
• Monitor problem records for aging, SLAs, dependencies, and escalate as needed
• Prepare internal, executive, and customer-facing RCA reports and trend summaries
• Develop and maintain problem management procedures, templates, dashboards and governance
• Coordinate investigations with Site Operations, Reliability Engineering, automation, security, and vendors

Conhecimentos

Communication skills

Facilitation

Analytical thinking

Collaboration

Formação académica

Bachelor of Science in Information Technology or related field

Ferramentas

ServiceNow

CMMS

Microsoft Office 365 (Excel, Word, PowerPoint)

Visio

Descrição da oferta de emprego

Vantage Data Centers is seeking a Problem Management Specialist to support North America Site Operations. You will coordinate end-to-end RCA activities, guide teams in evidence-based root cause analyses, and ensure durable corrective actions across multiple teams.

The role emphasizes maintaining auditable data, producing customer-ready narratives, and driving continual improvement. The position requires strong facilitation, analytical thinking, and collaboration across Operations, Reliability