Senior Lead, Problem Management & RCA

Optimum Communications Inc.; Plano (TX); On-site; USD 123,000 - 203,000; Full time

Job summary

Optimum seeks a Lead-level Individual Contributor in Change Management to own the Problem Management process for an assigned service area. You will lead complex RCA investigations, drive repeat-incident reduction, and partner with Change Management to scope and track RCA-driven changes to completion.

As a technically adept leader without direct reports, you will mentor L1-L3 analysts, define standards, and present outcomes to leadership while guiding automation roadmap and AI governance for

Qualifications

• Bachelor's degree in IT, CS, Engineering, or equivalent work experience.
• 8+ years in Telecommunications Support, Engineering, Design, and/or Problem resolution.
• Demonstrated track record leading complex cross-team root-cause investigations in a complex production environment.
• Demonstrated experience driving repeat-incident reduction via systemic problem analysis and RCA-driven changes.

Responsibilities

• Own Problem Management actions for the assigned service area: tracked, validated, completed; remove bottlenecks.
• Lead complex root-cause investigations as the senior practitioner for RCA discipline (5 Whys, fishbone, fault tree, timeline analysis).
• Identify recurring change failures and incident patterns within the service area; convert findings into Problem records and remediation actions.
• Partner with Change Management to scope, prioritize, and track RCA-driven changes through to completion.
• Validate that corrective changes address true root cause (not just symptom); push back on incomplete remediation.
• Coach Change requesters on linking changes back to Problem records and incident learnings.
• Define local execution standards (RCA templates, Problem record quality, action-tracking criteria) for the service area.
• Review and approve complex Problem records and corrective-change packages; enforce quality and risk-mitigation standards.
• Integrate learnings from incidents and problems into process documentation, templates, and training updates.
• Define and maintain Problem Management metrics for the service area.
• Use segmentation / cohort analysis to identify high-risk systems, change types, or teams contributing to repeat problems.
• Drive early discovery of patterns within assigned scope.
• Lead through influence to mentor L1-L3 analysts in Problem and Change Management; coach peers.

Skills

RCA techniques

Root cause analysis

Cross-functional leadership

Data analytics

Executive communication

Education

Bachelor's degree

Tools

ITIL framework

Dashboards

AI/ML in incident detection

Job description

Optimum seeks a Lead-level Individual Contributor in Change Management to own the Problem Management process for an assigned service area. You will lead complex RCA investigations, drive repeat-incident reduction, and partner with Change Management to scope and track RCA-driven changes to completion.

As a technically adept leader without direct reports, you will mentor L1-L3 analysts, define standards, and present outcomes to leadership while guiding automation roadmap and AI governance for