Remote Senior Problem Management Leader

Wellframe; United States; Teletrabalho; USD 125 000 - 138 000; Tempo integral

Resumo da oferta

HealthEdge is seeking a Manager of Problem Management to lead the REO team in post-incident leadership, RCA, known error management and continuous service improvement. You will drive cross-functional collaboration with Engineering, Operations and Product, owning the problem framework and the strategic direction of problem management.

The role demands strong leadership, ITIL expertise and experience in a production SaaS environment, with focus on executive reporting, KPI development and

Qualificações

• 7+ years in ITSM or technical operations, with 3+ years in a Problem/ post-incident leadership role in a SaaS environment.
• Experience leading post-mortems and cross-functional reviews with senior stakeholders.
• Ability to translate technical failure analysis into business impact for prioritization.

Responsabilidades

• Directly manage the problem team and provide direction, coaching and career development.
• Own post-incident lifecycle for Severity 1/2 events and ensure timely post-mortems.
• Lead the Problem Management framework and drive adoption across units, integrating with Incident and Change Management.
• Champion AI and operational intelligence outputs for prioritization and reporting to leadership.
• Present outcomes and health narratives to VP/Director level stakeholders and build KPI framework.

Conhecimentos

People mgmt

ITSM

Post-incident

Data literacy

Stakeholder comms

Formação académica

ITIL Foundation

Bachelor's degree

Ferramentas

PagerDuty

ServiceNow

Salesforce

Jira

Datadog

Splunk

Descrição da oferta de emprego

HealthEdge is seeking a Manager of Problem Management to lead the REO team in post-incident leadership, RCA, known error management and continuous service improvement. You will drive cross-functional collaboration with Engineering, Operations and Product, owning the problem framework and the strategic direction of problem management.

The role demands strong leadership, ITIL expertise and experience in a production SaaS environment, with focus on executive reporting, KPI development and