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Job Title: Production / Technical Support III - Problem Manager
Location: Jersey City, NJ
Duration: Contract - 12 months
Pay Range: $46.34/hr (W2)
Job ID: 373834
About BCforward
BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.
Job Description
We are seeking a Problem Manager to join our team. The ideal candidate will have strong experience in ITIL-aligned Problem, Incident, and Change Management and a proven ability to lead root cause investigations, implement permanent fixes, and reduce repeat incidents.
Responsibilities:
- Own the end-to-end Problem Management lifecycle in alignment with ITIL standards.
- Lead major problem investigations and drive timely, documented root cause identification.
- Establish and maintain problem categorization, prioritization, and severity frameworks.
- Facilitate RCA using structured methods such as 5 Whys and Fishbone diagrams.
- Ensure traceability between incidents, problems, and known errors.
- Partner with Engineering, Application, Infrastructure, and Business teams to define and implement permanent fixes.
- Track remediation actions to closure with accountability, timelines, and risk mitigation.
- Document and manage interim workarounds and Known Error records.
- Analyze incident, alert, and trend data to identify emerging risks proactively.
- Drive improvements to monitoring, automation, controls, and platform resilience.
- Reduce repeat incidents and operational noise through systemic remediation.
- Provide executive-level summaries on themes, risk exposure, and remediation progress.
- Participate in governance forums, service reviews, and risk discussions.
- Continuously improve Problem Management processes, metrics, reporting, and documentation.
- Ensure integration with Incident, Change, Release, and Risk Management practices.
Required Skills & Qualifications:
- ITIL methodology proficiency with hands-on Incident, Problem, and Change Management.
- 3-5 years leading Problem Management analysis and enterprise-scale RCA.
- Strong analytical and problem-solving skills with a strategic mindset.
- Experience conducting structured investigations using 5 Whys or similar methods.
- Ability to deliver cross-functional solutions and drive thematic analysis horizontally.
- Working knowledge of Splunk or similar research and analysis tools.
- Excellent written and verbal communication with the ability to translate complex issues for diverse stakeholders.
- Proven ability to work independently and in team settings with strong facilitation skills.
- Process orientation with commitment to documentation and SLA adherence.
Preferred Skills:
- Experience with ServiceNow, BMC Remedy, and Microsoft Office Suite.
- Knowledge of automation, self-healing, or proactive monitoring systems.
- Background in Release/Deployment and Operational Readiness.
- Customer-centric approach with experience in large enterprise environments.
Why BCforward?
At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:
- Competitive compensation and benefits.
- Opportunities for growth with global clients.
- A supportive, inclusive culture that values innovation and people.
- Exposure to cutting-edge technologies and projects.
About Our Commitment
BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.
Interested? Apply Now!
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