Manager, Problem Management

Overview

As Manager of Problem Management, you will lead a global team responsible for identifying root causes, implementing permanent fixes, and reducing recurring incidents to improve service stability. You ensure consistent problem management standards and drive accountability across engineering, product, and NOC teams. You will translate incident data into actionable improvements and oversee ongoing RCA quality and action tracking. This is a hands-on leadership role focused on performance, discipline, and cross-functional collaboration to deliver reliable customer experiences.

Responsibilities

• Lead and develop a team of problem management analysts
• Set expectations, goals, and performance standards; monitor and coach for delivery
• Ensure consistent problem logging, prioritization, and RCA quality across incidents
• Oversee problem lifecycle; drive timely progress and closure
• Hold engineering and product teams accountable for root cause and fixes
• Track corrective actions; escalate risks and blockers early
• Oversee incident trend analysis to identify systemic issues and prioritize work
• Ensure accurate reporting on problem management performance
• Establish and enforce problem management standards, processes, and governance
• Drive alignment with incident management and change processes
• Act as interface between problem management, NOC, engineering, and product teams
• Challenge stakeholders to achieve better outcomes
• Ensure clear communication across teams

Key requirements

• 5+ years in IT operations, incident, or problem management roles
• Experience managing or supervising a team
• Proven track record of improving delivery performance and operational discipline
• Strong understanding of incident and problem management processes
• Experience driving RCA quality and corrective action tracking
• Ability to interpret operational data and turn it into actionable insights
• Direct, clear communicator with candor in feedback
• Highly organized and structured in approach; thrives in fast-paced environments
• Focused on outcomes, not just activity

• strong leadership and people management
• clear and candid communication
• coaching and development mindset
• RCA quality and corrective action tracking
• incident and problem management processes
• data interpretation and analytics for incidents

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