Job Description
Problem Manager at Matlen Silver Problem Manager at Matlen Silver in Weehawken, New Jersey Posted in 4 days ago.
Type:
full-time Job Description:
The Problem Manager 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 Problem Manager works closely with incident, change, and service management teams, leveraging data analysis and structured methodologies to reduce risk, improve stability, and enhance customer experience. Success in this role requires strong analytical skills, effective stakeholder communication, and a proactive approach to service reliability. Detailed Description:
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 Familiar with ITIL methodology. Incident/Problem/Change Management, Release/Deployment, Operational Readiness. Minimum 3 - 5 years of experience leading Problem Management analysis. Leading structured investigations by using methodologies like 5 Whys to focus on finding and validating true underlying causes to prevent reoccurrence. 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 Candidate must have excellent written and verbal communications skills who can translate complex technical issues to diverse stakeholders Able to work independently or as a part of the team. Proven ability to quickly gain understanding of operational or business processes, including key stakeholders Strategic mindset and keen eye for patterns and trends Proven capability to lead deep dive investigations and drive resolution in technical or cross function environments Detailed -oriented with commitment to documentation, SLA adherence and continuous improvement. Excellent leadership and discussion facilitation skills. Experience using BMC Remedy, ServiceNow and Microsoft Suite of tools. 1. Familiar with ServiceNow 2. Well versed in ITIL methodology. 3. Experienced in conducting large enterprise -scale root cause analysis investigations 4. Knowledge of automation self-healing, or proactive monitoring systems.
