Senior IT Problem Manager – Root-Cause & Change Lead

asmexternalcareersite; United States; Remote; USD 110,000 - 150,000; Full time

Job summary

ASM Research is seeking a Problem Manager, Mid to oversee the lifecycle of IT problems, driving root-cause analysis and permanent fixes across enterprise services. You will coordinate cross-functional teams, prioritize work by impact, and ensure alignment with incident and change processes to protect critical systems.

You will lead problem investigations, maintain a knowledge base of known errors, and report progress to stakeholders. A Secret clearance is required.

Qualifications

• Bachelor’s degree or equivalent in IT/CS/Business or related field.
• Typically 4–7 years of experience in problem/incident management or related IT operations.
• Strong understanding of problem management principles and ITIL practices.
• Proficiency with problem and incident management tools and root cause analysis.

Responsibilities

• Own the end-to-end problem lifecycle from detection to closure.
• Apply ITIL-aligned problem management practices and integrate with incidents, changes and configurations.
• Lead technical problem reviews using 5 Whys, fishbone diagrams, and timeline analysis.
• Analyze incident trends and outage patterns to proactively identify and resolve problems.
• Maintain a known error database and knowledge base for reusable fixes.
• Coordinate with change management to validate problem-related changes.
• Track and report metrics like MTTR, backlog aging, and recurring incidents.
• Communicate root causes and remediation plans to stakeholders.

Skills

Problem management

Incident management

ITIL

Root cause analysis

Security clearance

Communication

Organizational skills

Education

Bachelor's degree (IT/CS/Business) or equivalent

Tools

ITSM tools

Job description

ASM Research is seeking a Problem Manager, Mid to oversee the lifecycle of IT problems, driving root-cause analysis and permanent fixes across enterprise services. You will coordinate cross-functional teams, prioritize work by impact, and ensure alignment with incident and change processes to protect critical systems.

You will lead problem investigations, maintain a knowledge base of known errors, and report progress to stakeholders. A Secret clearance is required.