Incident / Problem Manager

Position Summary The Incident / Problem Manager is responsible for overseeing the lifecycle of all problems within the Enterprise Z Mainframe environment. This includes remediation coordination, root cause analysis, and prevention strategies. The role also supports strategic initiatives and special projects to enhance operational resilience and service quality across the Enterprise Z organization. Key Responsibilities Lead identification, documentation, and resolution of recurring issues in Enterprise Z mainframe systems Conduct root cause analysis (RCA) and trend analysis to uncover systemic risks and improvement opportunities Develop and maintain dashboards and reports using Excel and other tools to track problem metrics, resolution timelines, and compliance Collaborate with cross-functional teams to coordinate long-term fixes and preventive measures Prepare and present weekly/monthly reports to senior leadership highlighting key metrics, trends, and action plans Maintain and update department-specific addendums to firmwide Incident and Problem Management policies Participate in special projects, including automation initiatives, process redesigns, and strategic risk assessments Train staff on problem management processes, tools, and reporting standards Track compliance with incident/problem standards and ensure documentation of rolled-back changes and associated issues Serve as liaison to firmwide Problem Management Working Groups and contribute to enterprise-wide initiatives Provide backup support for Change Management processes Skills & Qualifications Technical Skills: Strong understanding of ITIL-based Problem Management processes Proficiency in ServiceNow Advanced Excel skills including pivot tables, charts, formulas, and data modeling for reporting Experience with enterprise infrastructure environments Familiarity with Jira for tracking remediation tasks and workflows Desirable: Experience with enterprise collaboration tools such as Confluence and SharePoint Analytical & Process Skills: Expertise in trend identification and analysis Skilled in managing problem records, tasks, and workflows Communication & Leadership: Excellent written and verbal communication skills for reporting and training Ability to coordinate across cross-functional teams including Operations, Engineering, and Application Infrastructure Experience presenting findings and recommendations to senior leadership Organizational & Compliance: Strong organizational skills to manage multiple problem records and action items simultaneously Ability to interpret policies and ensure compliance with firmwide and department-specific practices Special Projects: Ability to lead or contribute to strategic initiatives such as automation, process improvement, or risk mitigation Comfortable working in ambiguous environments and driving clarity through structured problem-solving Education: Bachelors Degree