Senior RCA & Problem Management Lead

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

Job summary

Optimum Communications Inc. is seeking a Lead-level individual contributor to own the Problem Management process within the Change Management organization. You will lead root-cause investigations, manage the RCA-action queue, and drive repeat-incident reduction while mentoring L1–L3 analysts.

The role partners with Change Management to scope and track RCA-driven changes to completion. You will define execution standards, review complex Problem records, and evolve metrics for RCA effectiveness.

Qualifications

• Bachelor's degree in IT, Computer Science, 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.

Skills

RCA techniques

Leadership without authority

KPI dashboards

Cross-team investigations

Executive communication

Education

Bachelor's degree in IT/CS/Engineering

ITIL Foundation v3 or v4

ITIL Specialist - Create, Deliver & Support OR High-Velocity IT

Tools

ITIL

Job description

Optimum Communications Inc. is seeking a Lead-level individual contributor to own the Problem Management process within the Change Management organization. You will lead root-cause investigations, manage the RCA-action queue, and drive repeat-incident reduction while mentoring L1–L3 analysts.

The role partners with Change Management to scope and track RCA-driven changes to completion. You will define execution standards, review complex Problem records, and evolve metrics for RCA effectiveness.