Senior Problem Manager: Lead Root-Cause & Service Stability

asmexternalcareersite; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

ASM Research is seeking a senior Problem Management Lead to own the end-to-end lifecycle of IT problems, from detection and logging through investigation, remediation, and closure. You will coordinate with incident, change, and service owners to prioritize issues by business impact and risk.

You will drive structured root cause analyses, define KPIs, manage problem queues, and champion data-driven improvements to enhance service stability and user experience.

Qualifications

• Bachelor's degree or equivalent experience in IT, CS, business admin, or related field.
• 8+ years in IT service management or operations with leadership of problem management at scale.
• Deep understanding of problem management, ITIL, and related tools.
• Strong RCA, corrective action planning, and multi-project management abilities.

Responsibilities

• Lead full problem lifecycle from logging to closure with permanent fixes or robust workarounds.
• Integrate ITIL-aligned practices with incident, change, and config management.
• Perform structured root cause analysis and translate findings into actions.
• Establish and manage problem queues and prioritization by impact and risk.
• Facilitate cross-functional problem review meetings with stakeholders.
• Define and report problem management KPIs and metrics for continuous improvement.
• Build knowledge base and known error database to reduce incident resolution time.
• Collaborate with senior leaders and engineering to align remediation with strategic initiatives.

Skills

ITIL expertise

Root cause analysis

Stakeholder influence

Leadership

Communication skills

Security clearance

Education

Bachelor's degree in IT/CS/Business or equivalent

Tools

ITSM tools

Job description

ASM Research is seeking a senior Problem Management Lead to own the end-to-end lifecycle of IT problems, from detection and logging through investigation, remediation, and closure. You will coordinate with incident, change, and service owners to prioritize issues by business impact and risk.

You will drive structured root cause analyses, define KPIs, manage problem queues, and champion data-driven improvements to enhance service stability and user experience.