Solution Engineering Manager: Problem & Service Excellence

National Grid; New York (NY); Hybrid; USD 133,000 - 188,000; Full time

Job summary

National Grid is seeking a Senior Problem Manager to own problem management across the IS ecosystem, driving thorough root cause analysis to minimize incident impact. You will proactively identify contributing factors and collaborate with executives to align on durable improvements.

The role emphasizes ownership of the improvement roadmap, AI-driven monitoring, and modernization initiatives, with hybrid work across multiple US offices including NYC, Syracuse, and MA.

Qualifications

• Bachelor’s degree in computer science, engineering, or related field; master’s preferred.
• 10+ years in technology supporting large-scale, business-critical enterprise applications and 5+ years leading application maintenance or support organizations.
• Experience directing distributed U.S., managed-service, and offshore teams; managing vendors, budgets, forecasts, and expenditures.
• Strong knowledge of ITIL, incident, problem, change, and release management, plus Agile delivery methods including Scrum and Kanban.
• Proven regulatory, compliance, and audit experience with excellent executive communication, presentation, negotiation, facilitation, consensus-building, and team leadership skills.

Responsibilities

• Own application maintenance for Customer Billing and Meter-to-Cash, ensuring availability, service-level performance, minimal disruption, and alignment with business objectives.
• Lead incident resolution, problem prevention, service reviews, capacity, recovery, continuity, and support readiness; use measures and root-cause analysis to drive accountability.
• Build trusted relationships with business executives, technology leaders, vendors, and delivery teams; present portfolio status, risks, priorities, and recommendations.
• Manage financial plans and targets, assess industry trends, and ensure system, technical, and product architecture supports business strategy.

Skills

ITIL knowledge

Agile delivery

Executive communication

Leadership

Vendor management

Budget planning

Education

Bachelor's degree in computer science/engineering or related field

Master's degree preferred

Tools

ServiceNow

Splunk

Dynatrace

AppDynamics

AI-enabled support / AIOps

Job description

National Grid is seeking a Senior Problem Manager to own problem management across the IS ecosystem, driving thorough root cause analysis to minimize incident impact. You will proactively identify contributing factors and collaborate with executives to align on durable improvements.

The role emphasizes ownership of the improvement roadmap, AI-driven monitoring, and modernization initiatives, with hybrid work across multiple US offices including NYC, Syracuse, and MA.