Note: The job is a remote job and is open to candidates in USA. HealthEdge is hiring a Manager, Problem Management to lead its Problem Management team within Reliability Engineering & Operations. The role owns post-incident processes, root cause analysis, known error management, and continuous improvement, while driving adoption of the Problem Management framework and reporting operational outcomes across the organization.
Responsibilities
- Directly manage the problem team, including the Data Operations Manager and Problem Analyst, providing clear direction, regular 1:1 coaching, performance feedback and career development support for each team member
- Set individual and team goals aligned to REO’s operational objectives; conduct performance reviews and advocate for your team’s growth and recognition within the broader REO organization
- Identify skill gaps and development opportunities within the pod – supporting certifications (ITIL, data engineering, SRE fundamentals), cross-training and stretch assignments that build long-term capability
- Foster a team culture grounded in blameless learning, data discipline and continuous improvement
- Participate in hiring decisions for the team – writing and refining job descriptions, conducting structured interviews and onboarding new team members effectively utilizing a defined orientation plan
- Proactively manage team capacity and workload distribution across the team members, ensuring no single individual is a single point of failure for a critical deliverable
- Own executive accountability for the post-incident lifecycle across all Severity 1 and Severity 2 events affecting HealthEdge’s client-facing platform – continuously maintaining oversight and quality standards
- Lead post-mortems for the highest-severity events and those defined within cross-organizational scope
- Ensure weekly outage review cadence runs with consistency and rigor – reviewing agendas, monitoring action item completion rates and holding team members accountable to delivery timelines
- Serve as the escalation point when post-mortem corrective actions are blocked, deprioritized or at risk of aging out without resolution – engaging Engineering leadership or other stakeholders directly when needed
- Maintain visibility into the full Problem Record backlog and Known Error database – understanding the top open known errors by product line, business impact and age at all times
- Own the Problem Management framework at the strategic level – creating the framework, defining the vision for how the practice matures, setting quality standards and ensuring the framework remains fit for purpose as the organization scales
- Drive adoption of the Problem Management framework across HealthEdge business units – building relationships with Operations, Engineering Managers, SRE leads and Product stakeholders who need to understand and participate in the process
- Ensure the Problem framework integrates effectively with Incident Management and Change Management – partnering with peer leads in REO to close process gaps at the seams between disciplines
- Champion the use of AI and operational intelligence outputs – produced by the Data Operations Manager, who resides on the problem team – as inputs to Problem prioritization, engineering roadmap planning and executive reporting
- Represent Problem Management in cross-functional governance forums and ITSM working groups, ensuring the teams priorities are visible and influential in organizational planning
- Provide strategic direction to the Data Operations Manager on which data sources, failure patterns and toil categories represent the highest business value for analytical investment
- Review and sponsor executive-facing dashboards and trend reports produced by the team, ensuring accuracy, narrative clarity and appropriate framing for all audiences, including senior leadership
- Identify opportunities to expand the teams data capabilities – new integrations, AI-assisted workflows or reporting automation – and build the business case for tooling or headcount investment where warranted
- Present Problem Management outcomes, known error trends and operational health narratives to the Sr. Director of Global Operations, VP-level Engineering leadership and cross-functional stakeholders on a regular cadence
- Build and maintain trusted relationships with Engineering Managers, Platform leads and Product owners across all REO-supported business units – ensuring Problem Management is seen as a strategic partner
- Develop and own the Problem Management KPI framework: repeat incident rate reduction, mean time to known error (MTTKE), action item on-time completion, known error backlog aging and toil hours reclaimed
- Author or sponsor monthly and quarterly operational health summaries that demonstrate the teams business value in terms leadership will act on
Skills
- 3+ years of people management experience, including direct responsibility for performance management, career development and hiring for individual contributors in a technical operations or ITSM function
- Demonstrated ability to build and develop early-stage teams – setting direction, establishing norms and driving accountability in an environment where processes are new and will mature
- Track record of influencing cross-functional teams and Engineering stakeholders through credibility and relationship capital rather than formal authority
- Comfortable operating in a player-coach model – able to delegate effectively while remaining personally accountable for team outcomes and being in a hands-on role
- 7+ years of ITSM or technical operations experience, with at least 3 years in a Problem Management, SRE or post-incident leadership role in a production SaaS environment
- Deep familiarity with the full Problem Management lifecycle – intake criteria, RCA methodology, corrective action governance, KEDB management and verified closure standards
- Hands-on post-mortem facilitation experience at scale – including cross-functional events involving multiple engineering teams, competing timelines and senior stakeholder participation
- Strong working knowledge of the relationship between Incident Management, Problem Management and Change Management in a mature ITSM operating model
- Sufficient data literacy to provide meaningful direction to the Data Operations Manager – able to evaluate analytical outputs, ask the right questions about methodology and connect findings to operational priorities
- Familiarity with operational data sources and tooling: PagerDuty, ServiceNow, Salesforce, Jira, Datadog, Splunk or equivalents
- Polished written and verbal communication – able to present complex operational findings in clear, concise narratives tailored to VP and Director-level audiences
- Strong facilitation skills, including experience running structured post-mortems and cross-functional review sessions with senior participants
- Ability to translate highly technical failure analysis into business impact framing that drives prioritization decisions throughout the business
- ITIL v3 or ITIL 4 Foundation certification is a strong plus
- Experience using or sponsoring AI-assisted workflows in an operations context is a strong plus – including familiarity with LLM capabilities for incident summarization, pattern detection or report synthesis
- Experience in a healthcare SaaS environment or regulated platform with client-facing SLA and uptime obligations
- Prior experience building a Problem Management function from the ground up – including framework design, tooling configuration, stakeholder adoption and headcount justification
- Familiarity with Site Reliability Engineering (SRE) principles: toil quantification, error budgets, SLO/SLA construction and how SRE and ITSM practices complement each other
- Experience managing hybrid or geographically distributed teams (US and India time zones)
Benefits
- Remote, US
Company Overview
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