Overview
Skills
Job Details
Job Title: Enterprise Problem Manager
Location: Chicago, IL or Waukegan, IL (Onsite)
Duration / Term: Long-Term Contract
Job Description
We are seeking a seasoned Enterprise Problem Manager to lead and mature the problem management function within a large-scale IT infrastructure environment. The ideal candidate will have deep expertise in ITIL-based problem management, root cause analysis, and infrastructure operations, with the ability to drive cross-functional collaboration and continuous improvement. This role requires strong technical acumen, stakeholder engagement, and the ability to translate complex technical issues into actionable business insights.
Qualifications
- Bachelor s degree in Information Technology, Computer Science, or related field
- 8+ years of experience in IT infrastructure and problem management
- Strong understanding of data center operations, networks, operating systems, storage, and firewalls
- Proficiency in root cause analysis methodologies such as 5 WHYs, Fishbone, and Pareto
- Hands-on experience with Microsoft Excel and PowerPoint for data analysis and executive reporting
Experience
- Proven experience managing the full lifecycle of problem records, including validation, investigation, and resolution
- Ability to coordinate with technical SMEs, vendors, and cross-functional teams to identify corrective and preventive actions
- Experience creating and maintaining Known Error Records and contributing to a Known Error Database
- Strong track record of reducing technical debt and aging problem backlogs
- Familiarity with XLA implementation, incident correlation, and infrastructure-application RCA development
Key Responsibilities
- Facilitate and lead problem management calls and ensure timely resolution of high-impact issues
- Validate and qualify problem requests and ensure alignment with ITSM standards
- Drive root cause analysis and implement corrective and preventive actions
- Promote proactive problem management by analyzing incident trends and alerts
- Monitor and report on problem management metrics to stakeholders on a weekly, monthly, and quarterly basis
- Collaborate with infrastructure and application teams to develop cross-domain RCA documentation
- Present findings and solutions to non-technical business stakeholders in a clear and actionable format
- Champion continuous improvement and drive adoption of problem management best practices
Key Skills
Problem Management, Root Cause Analysis, ITIL, Infrastructure Operations, Data Center, Networks, Operating Systems, Storage, Firewalls, 5 WHYs, Fishbone, Pareto, Known Error Database, Technical Debt, RCA, XLA, Microsoft Excel, PowerPoint, Stakeholder Communication, Continuous Improvement
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