Senior Problem Manager — ITIL & Incident Excellence

ASM Research, An Accenture Federal Services Company; Montgomery (AL); On-site; USD 99,000 - 141,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Problem Manager, Mid to oversee the lifecycle of IT problems, drive root-cause analysis, and implement permanent fixes. The role coordinates cross-functional teams and links with incident, change, and release processes to safeguard mission-critical systems.

The position requires 4–7 years in related IT operations, a Bachelor’s degree or equivalent, strong ITIL knowledge, and a current secret clearance.

Qualifications

• Bachelor’s degree or equivalent experience in IT/related field.
• 4–7 years in problem or incident management or IT operations.
• Strong ITIL knowledge and problem management principles.
• Proficient with problem and incident management tools and RCA actions.
• Strong problem-solving, analytical and communication skills; capable of prioritizing multiple issues.
• Must have a current secret security clearance.

Responsibilities

• Own the end-to-end problem lifecycle from detection to closure.
• Apply ITIL-aligned problem management practices and integrate with incident/change/configuration management.

Skills

Problem management

Incident management

ITIL

Root cause analysis

Communication

Organizational skills

Security clearance

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field

Job description

ASM Research, An Accenture Federal Services Company, seeks a Problem Manager, Mid to oversee the lifecycle of IT problems, drive root-cause analysis, and implement permanent fixes. The role coordinates cross-functional teams and links with incident, change, and release processes to safeguard mission-critical systems.

The position requires 4–7 years in related IT operations, a Bachelor’s degree or equivalent, strong ITIL knowledge, and a current secret clearance.