Senior Problem & Change Leader (RCA Expert)

Optimum; Plano (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Optimum is seeking a Lead-level individual contributor to own the Problem Management process for a key service area. You will manage RCA investigations, drive remediation actions, and partner with Change Management to ensure changes align with root causes.

Mentoring L1-L3 analysts and setting RCA standards are core parts of the role, with a focus on reducing repeat incidents in a large telecommunications environment.

Qualifications

• Bachelor's degree in IT, Computer Science, Engineering, or equivalent experience.
• 8+ years in telecommunications support, engineering, design, or problem resolution.
• Proven record leading complex cross-team root-cause investigations.
• Experience reducing repeat incidents via RCA-driven changes.

Responsibilities

• Own Problem Management actions for the service area; track, validate, and complete.
• Lead complex RCA investigations using 5 Whys, fishbone, and fault tree methods.
• Identify recurring failures and convert findings into Problem records and actions.
• Partner with Change Management to scope and track RCA-driven changes to completion.
• Coach analysts on linking changes to Problem records and incident learnings.
• Define local RCA standards, templates, and metrics for the service area.
• Review complex records and ensure quality and risk mitigation.
• Incorporate incident learnings into process documentation and training.
• Define KPIs (RC action closure rate, repeat-incident rate, MTTR).
• Drive early discovery of patterns and high-risk areas; mentor junior staff.
• Lead through influence; present to leadership and articulate trade-offs.

Skills

RCA techniques

Cross-team leadership

Analytics & KPIs

Influence without authority

Communication to leadership

Education

Bachelor's degree in IT/CS/Engineering

Tools

CMDB

Job description

Optimum is seeking a Lead-level individual contributor to own the Problem Management process for a key service area. You will manage RCA investigations, drive remediation actions, and partner with Change Management to ensure changes align with root causes.

Mentoring L1-L3 analysts and setting RCA standards are core parts of the role, with a focus on reducing repeat incidents in a large telecommunications environment.