Problem Manager

Introduction

The role is responsible for managing the lifecycle of all problems within the IT environment to minimize the impact of incidents and prevent their recurrence. This role focuses on identifying root causes, implementing permanent solutions, and driving continuous improvement across technology services. The individual will work closely with incident, change, and service management teams, leveraging data analysis and structured methodologies to reduce risk, improve stability, and enhance customer experience.

Required Skills & Qualifications

• Minimum 3 - 5 years of experience leading Problem Management analysis.
• Incident/Problem/Change Management, Release/Deployment, Operational Readiness.
• Excellent analytical and problem-solving skills.
• Deliver cross-functional solutions, driving thematic analysis horizontally to minimize risk.
• Working knowledge of Splunk, tools for research and analysis.
• Experience using BMC Remedy, ServiceNow, and Client Suite of tools.

Applicants must be able to work directly for Artech on W2.

Preferred Skills & Qualifications

• Familiar with ServiceNow.
• Knowledge of automation self-healing, or proactive monitoring systems.
• Customer centric mindset.

Day-to-Day Responsibilities

• Own the end-to-end Problem Management lifecycle in alignment with ITIL standards.
• Lead major problem investigations and ensure timely, documented root cause identification.
• Establish and maintain problem categorization, prioritization, and severity frameworks.
• Facilitate Root Cause Analysis (RCA) using structured methodologies (e.g., 5 Whys, Fishbone).
• Ensure clear traceability between incidents, problems, and known errors.
• Partner with Engineering, Application, Infrastructure, and Business teams to define permanent fixes.
• Track remediation actions to closure, ensuring accountability, timelines, and risk mitigation.
• Identify, document, and manage interim workarounds and Known Error records.
• Analyze incident, alert, and trend data to proactively identify emerging risks.
• Drive improvements to monitoring, automation, controls, and platform resilience.
• Reduce repeat incidents and operational noise through systemic remediation.
• Provide concise executive-level 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.

Company Benefits & Culture

• Comprehensive health and wellness programs.
• Opportunities for professional development and career growth.
• Inclusive and collaborative company culture.

For immediate consideration please click APPLY to begin the screening process with Alex.