Senior Problem Manager

Job#: 3035457

Job Description:
IT Problem Manager

Location: Jersey City, NJ (Onsite)

Employment Type: Contract

Contract Duration: 12 Months

Role Overview

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.

Key Responsibilities

• Own the end-to-end Problem Management lifecycle in alignment with ITIL standards.
• Lead major problem investigations and ensure timely, documented root cause identification using methodologies like 5 Whys.
• Establish and maintain problem categorization, prioritization, and severity frameworks.
• Partner with Engineering, Application, Infrastructure, and Business teams to define permanent fixes.
• Track remediation actions to closure, ensuring accountability and risk mitigation.
• Analyze incident, alert, and trend data to proactively identify emerging risks.
• Drive improvements to monitoring, automation, controls, and platform resilience.
• Provide concise executive-level summaries on problem themes and remediation progress.
• Continuously improve Problem Management processes, metrics, reporting, and documentation.

Required Qualifications

Experience: A minimum of 3-5 years of experience leading Problem Management analysis and conducting large enterprise-scale root cause analysis investigations.

Technical Skills:

• Proficiency with ITIL methodology, particularly in Incident, Problem, and Change Management.
• Experience using ServiceNow and BMC Remedy.
• Working knowledge of Splunk for research and analysis.
• Familiarity with the Microsoft Suite of tools.

Professional Skills:

• Excellent analytical, problem-solving, and communication skills to translate complex technical issues to diverse stakeholders.
• Proven ability to lead deep dive investigations and drive resolution in technical or cross-functional environments.
• Strategic mindset with a keen eye for patterns and trends.
• Detail-oriented with a commitment to documentation, SLA adherence, and continuous improvement.

Preferred Qualifications

• Knowledge of automation, self-healing, or proactive monitoring systems.
• A customer-centric mindset.

Compensation & Benefits

Pay Rate Range: $41.00/hr - $46.35/hr

This employer is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. This employer will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

Apex uses a virtual recruiter as part of the application process. Click for more details.

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Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click for more details.

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.