Problem Manager

Job Title: Production / Technical Support II - Problem Manager Location: Jersey City, NJ Duration: Contract - 12 months Pay Range: 40.82/hr (W2) Job ID: 373394 About BCforward BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity. Job Description We are seeking a Problem Manager to join our team. The ideal candidate will have strong experience in ITIL-aligned Problem, Incident, and Change Management and a proven ability to lead root cause investigations, implement permanent fixes, and reduce repeat incidents. Responsibilities: Own the end-to-end Problem Management lifecycle in alignment with ITIL standards. Lead major problem investigations and ensure timely, well-documented root cause identification. Establish and maintain problem categorization, prioritization, and severity frameworks. Facilitate RCA using structured methods such as 5 Whys and Fishbone. Maintain traceability between incidents, problems, and known errors. Partner with Engineering, Application, Infrastructure, and Business teams to define permanent fixes. Track remediation actions to closure with accountability, timelines, and risk mitigation. Document and manage interim workarounds and Known Error records. Analyze incident, alert, and trend data to identify emerging risks proactively. Drive improvements to monitoring, automation, controls, and platform resilience. Reduce repeat incidents and operational noise through systemic remediation. Provide concise executive summaries on problem themes, risk exposure, and remediation progress. Participate in governance forums, service reviews, and risk discussions. Continuously improve Problem Management processes, metrics, reporting, and documentation. Ensure integration with Incident, Change, Release, and Risk Management practices. Required Skills & Qualifications: ITIL methodology and hands-on Incident, Problem, and Change Management. 3-5 years leading Problem Management analysis and structured investigations. Proficiency with RCA techniques, including 5 Whys and Fishbone. Strong analytical and problem-solving skills with a strategic mindset. Experience delivering cross-functional solutions and thematic analysis to minimize risk. Working knowledge of Splunk and related research and analysis tools. Excellent written and verbal communication with the ability to translate complex technical issues for diverse stakeholders. Ability to work independently and collaboratively across teams. Proven capability to lead deep-dive investigations and drive resolution in technical or cross-functional environments. Detail-oriented with commitment to documentation, SLA adherence, and continuous improvement. Experience with BMC Remedy, ServiceNow, and Microsoft 365 tools. Preferred Skills: Familiarity with ServiceNow administration and reporting. Experience conducting large enterprise-scale RCA investigations. Knowledge of automation, self-healing, and proactive monitoring systems. Background in Release/Deployment and Operational Readiness. Customer-centric mindset and strong facilitation skills. Why BCforward? At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to: Competitive compensation and benefits. Opportunities for growth with global clients. A supportive, inclusive culture that values innovation and people. Exposure to cutting-edge technologies and projects. About Our Commitment BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status. Interested? Apply Now! If this sounds like the right opportunity for you, please apply with your most recent resume.