ITSM Problem Manager

Overview:

Role Name - ITSM Problem Manager

Location: Stamford, CT/Remote

ROLE_DESCRIPTION -

We are seeking an experienced ITSM Problem Manager with strong expertise in Problem Management and proven experience supporting compliance with the EU Digital Operational Resilience Act (DORA). This role is responsible for identifying, analyzing, and eliminating the root causes of incidents and operational disruptions, while ensuring alignment with regulatory requirements for ICT risk management, incident classification, resilience testing, and continuous service improvement.

The role works closely with Incident Management, Risk, Compliance, Information Security, Architecture, and Engineering teams to strengthen operational resilience and regulatory readiness.

Key Responsibilities

ITSM Problem Management

• Own and manage the end to end Problem Management lifecycle in line with ITIL practices.

• Identify, record, classify, prioritize, and drive resolution of recurring and systemic problems.

• Lead and facilitate Root Cause Analysis (RCA), post incident reviews, and lessons learned sessions.

• Ensure corrective and preventive actions are clearly defined, tracked, and implemented.

• Maintain problem records, known errors, and workarounds within the ITSM platform.

• Drive reduction in incident recurrence and mean time to restore service.

Digital Operational Resilience Act (DORA) Alignment

• Support organizational compliance with DORA requirements, particularly related to:

o ICT risk management

o Incident analysis and classification

o Operational resilience and service stability

• Ensure problem management processes support DORA aligned incident reporting and root cause evidence.

• Contribute to operational resilience documentation, including risk registers and control evidence.

• Partner with Risk and Compliance teams to support regulatory assessments, audits, and supervisory reviews.

• Ensure systemic ICT weaknesses identified through problems are fed into resilience improvement plans.

Incident & Resilience Collaboration

• Collaborate closely with Incident, Change, Risk, Cybersecurity, and Business Continuity teams.

• Participate in major incident reviews and ensure follow up actions are owned and completed.

• Ensure change related problems are identified and addressed to reduce operational risk.

• Support operational resilience testing outcomes by feeding findings into problem records where applicable.

Reporting & Continuous Improvement

• Produce regular reports on problem trends, root causes, and risk themes.

• Provide management and regulatory ready reporting on:

o Recurring ICT incidents

o Systemic weaknesses

o Resilience improvement progress

• Identify opportunities to improve problem management maturity and operational resilience.