Senior Manager, Problem Management & Reliability

HealthEdge; United States; Remote; USD 125,000 - 138,000; Full time

Job summary

HealthEdge in the United States is seeking a Manager, Problem Management to lead the Reliability Engineering & Operations (REO) team. You will own post-incident processes, root cause analysis, known error management and continuous service improvement initiatives.

You will drive cross‑functional collaboration with Engineering, Operations and Product, mentor staff, manage capacity, and report on incident outcomes to senior leadership.

Qualifications

• 3+ years of people management in technical operations or ITSM.
• 7+ years ITSM/production SaaS with at least 3 years in a Problem Management, SRE or post-incident leadership role.
• Hands-on post-mortem facilitation experience at scale with cross-functional teams.
• ITIL v3 or ITIL 4 Foundation certification is a strong plus.
• Strong communication and executive presence.

Responsibilities

• Directly manage the problem team and provide clear direction, regular coaching and career development support.
• Own executive accountability for the post-incident lifecycle across Severity 1 and 2 events.
• Lead post-mortems and ensure weekly outage reviews with timely action closure.
• Own the Problem Management framework at a strategic level and drive its adoption.
• Collaborate with Engineering, Operations, Product and other stakeholders to align on priorities.
• Present Problem Management outcomes and trends to senior leaders and cross-functional teams.

Skills

People management

ITIL ITSM

Post-incident leadership

Data literacy

Executive communication

Education

ITIL Foundation

Tools

Jira

ServiceNow

Datadog

Splunk

Salesforce

PagerDuty

Job description

HealthEdge in the United States is seeking a Manager, Problem Management to lead the Reliability Engineering & Operations (REO) team. You will own post-incident processes, root cause analysis, known error management and continuous service improvement initiatives.

You will drive cross‑functional collaboration with Engineering, Operations and Product, mentor staff, manage capacity, and report on incident outcomes to senior leadership.