Problem Manager – Thematic Analysis, Metrics & Reporting

We are seeking a highly analytical and results-driven Problem Manager – Thematic Analysis, Metrics & Reporting to strengthen operational resilience, improve service stability, and transform complex operational data into actionable business insights.

This role is responsible for identifying systemic issues, recurring operational themes, and emerging risks across technology and business services. The successful candidate will leverage problem management disciplines, advanced analytics, and executive reporting capabilities to drive continuous improvement, reduce operational risk, and improve service reliability across the enterprise.

The role partners closely with Engineering, Production Support, Infrastructure, Cybersecurity, Service Management, Risk, and Executive Leadership teams to ensure root causes are understood, corrective actions are implemented, and operational trends are translated into meaningful decision-making insights.

Key Responsibilities

Problem Management & Operational Excellence

• Lead enterprise Problem Management activities focused on identifying recurring incidents, service disruptions, defects, and operational risks.
• Drive root cause analysis (RCA), corrective action tracking, and governance processes to reduce repeat incidents.
• Facilitate cross-functional reviews of major incidents and systemic operational issues.
• Monitor problem backlog, aging trends, remediation progress, and risk exposure.

Thematic Analysis & Trend Identification

• Conduct thematic analysis across incidents, outages, defects, change failures, and operational events.
• Identify recurring patterns, operational weaknesses, and emerging risk themes.
• Develop issue taxonomies, categorization frameworks, and trend models to improve organizational visibility.
• Translate disparate operational data into cohesive narratives that support strategic decision-making.

Metrics, Reporting & Executive Insights

• Design and maintain KPIs, scorecards, dashboards, and executive reporting packages.
• Produce management reports covering:
• Problem volume and aging
• Repeat incidents
• Root cause categories
• Service impact trends
• Corrective action effectiveness
• Operational risk indicators
• Present findings and recommendations to senior leadership in a concise and business-focused manner.

Data Analytics & Continuous Improvement

• Analyze structured and unstructured data from ServiceNow, monitoring platforms, operational databases, and reporting systems.
• Validate data quality and identify anomalies that impact operational performance.
• Develop actionable recommendations that improve service stability, governance, and operational maturity.
• Support enterprise continuous improvement initiatives through data-driven insights.

Stakeholder Management & Collaboration

• Partner with Engineering, Infrastructure, SRE, Application Support, Change Management, Risk, and Technology Leadership teams.
• Influence stakeholders without direct authority to drive accountability and remediation.
• Foster a culture of ownership, transparency, operational excellence, and continuous learning.

Required Qualifications

• Bachelor''s degree in Computer Science, Information Systems, Engineering, Analytics, Business, or related discipline.
• 5+ years of experience in:
• Problem Management
• Incident Management
• IT Service Management (ITSM)
• Technology Operations
• Operational Risk Management
• 3+ years of experience in analytics, reporting, trend analysis, KPI development, or operational intelligence.
• Experience supporting large-scale enterprise technology environments.
• Demonstrated ability to develop executive-level reporting and operational dashboards.

Required Technical Skills

Problem Management & ITSM

• Strong understanding of ITIL practices:
• Incident Management
• Problem Management
• Change Management
• Knowledge Management
• Experience coordinating root cause investigations and remediation activities.
• Knowledge of operational stability and service reliability practices.

Analytics & Reporting

• Expertise in KPI development, trend analysis, and performance measurement.
• Experience building executive dashboards and management scorecards.
• Strong data storytelling and executive communication capabilities.

Reporting Tools

• Power BI
• Tableau
• ServiceNow Performance Analytics
• Microsoft Excel (Advanced)
• Reporting and visualization platforms

Data Analysis

• Advanced Excel capabilities including:
• Pivot Tables
• VLOOKUP/XLOOKUP
• Complex formulas
• Data summarization
• Experience with SQL or other querying tools preferred.
• Ability to analyze large datasets and generate actionable insights.

Communication & Leadership

• Strong presentation and facilitation skills.
• Excellent written and verbal communication abilities.
• Ability to communicate effectively with technical teams, business partners, executives, and regulators.
• Proven success working in highly matrixed enterprise organizations.

Preferred Qualifications

• ITIL Foundation or ITIL Managing Professional certification.
• Experience in Banking, Financial Services, or highly regulated industries.
• Knowledge of SRE, Observability, Operational Resilience, and Service Reliability practices.
• Experience with AI-assisted analytics, automation, and operational intelligence solutions.
• Familiarity with ServiceNow ITSM, CMDB, and Performance Analytics.

Success Measures

Success in this role will be measured by:

• Reduction in repeat incidents and recurring operational issues.
• Improved problem resolution effectiveness.
• Increased service stability and operational resilience.
• Quality and adoption of executive reporting and dashboards.
• Identification and remediation of systemic operational risks.
• Positive stakeholder feedback and cross-functional collaboration outcomes.