Note: The job is a remote job and is open to candidates in USA. Intelliswift, an LTTS Company, is seeking a Problem Management Engineer to lead and mature its Problem Management function. The role will oversee the end-to-end lifecycle, validate root cause analyses, coordinate permanent fixes, and drive operational risk reduction and service resiliency through ITIL-aligned continuous improvement.
Responsibilities
- Lead the end-to-end Problem Management lifecycle
- Ensure quality, evidence-based root cause analysis and validation of permanent fixes
- Partner with Incident Management, Change Management, Reliability Engineering, Service Owners, and vendors
- Establish governance, metrics, reporting, and quality standards for Problem Management
- Maintain and improve the Known Error Database (KEDB) and related knowledge articles
- Drive proactive problem management, automation, and monitoring improvements
Skills
- Strong understanding of ITIL Problem Management processes and best practices
- Experience leading Root Cause Analysis in complex technical environments
- Technical background in infrastructure, applications, cloud, or enterprise platforms
- Experience with ServiceNow or comparable ITSM platforms
- Strong communication and stakeholder management skills
- Ability to identify systemic risk and drive proactive improvements
- ITIL Foundation certification or higher
- Experience in large-scale enterprise environments
- Experience supporting Major Incident or executive outage review forums
- Familiarity with automation, observability, and proactive problem management techniques
- Experience working with vendors and external service providers
Benefits
- 100% Remote
Company Overview
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