Problem Manager/Incident Manager

Visa: H1B Transfers and EAD/L2EAD who can work on w2; NO

Job Title: Problem Manager/ Incident Manager

Location: New Jersey / New York Onsite

Experience: 10+ years in Problem Management or Major Incident Management within IT Service Management

Mandatory Skills: ITIL Problem Mgmt .

Key Responsibilities:

• Provide Root Cause Analysis (RCA) document within 5 business days of incident resolution.
• Prioritize and schedule calls with technical teams to identify the root cause of issues.
• Update and maintain the Problem Field in Service-Now with data from RCA investigations.
• Manage Problem Tasks derived from investigations until closure.
• Ensure SLAs are met and root cause analysis is completed on time.
• Review monthly metrics (RCA submissions, CAPA closure, Problem Record closure) and achieve targets.
• Drive proactive Problem Management through incident trend analysis and action plan creation to reduce incidents.

Key Skills and Competencies:

• 7+ years of experience in Problem Management or Major Incident Management.
• Strong knowledge of ITIL Problem Management and Major Incident Management processes.
• Excellent communication, critical thinking, and root cause analysis skills.
• Open to working in US shifts (ET hours).
• ITIL Foundation certified.
• Service-Now experience is a plus.

Basic Technical Skills:

• Bachelor s degree in Computer Science, Electronics, or a related field.
• Understanding of ITIL Problem Management and Major Incident Management.
• Knowledge of platform services: Windows, Linux/Unix, Network, and Storage systems.
• Awareness of security and customer data protection.

KEY SKILLS AND COMPETENCIES

• 8-10 years exp in driving the service operations.
• Min 8 year of experience in managing the IM and MIM processes
• Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
• Strong analytical, communication, presentation and reporting skills