Genesis10 is currently seeking a Problem Manager for a contract position with a Global Financial Institution located in Jersey City, NJ. This is a 12+ month contract opportunity. 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.
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
- Establish and maintain problem categorization, prioritization, and severity frameworks
- Facilitate Root Cause Analysis (RCA) using structured methodologies (e.g., 5 Whys, Fishbone)
- Ensure clear traceability between incidents, problems, and known errors
- Partner with Engineering, Application, Infrastructure, and Business teams to define permanent fixes
- Track remediation actions to closure, ensuring accountability, timelines, and risk mitigation
- Identify, document, and manage interim workarounds and Known Error records
- Analyze incident, alert, and trend data to proactively identify emerging risks
- Drive improvements to monitoring, automation, controls, and platform resilience
- Reduce repeat incidents and operational noise through systemic remediation
- Provide concise executive-level summaries on problem 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
Requirements: - Minimum 3-5 years of experience leading Problem Management analysis
- Familiar with ITIL methodology
- Experience leading structured investigations using methodologies like 5 Whys
- Excellent analytical and problem-solving skills
- Experience using BMC Remedy, ServiceNow and Microsoft Suite of tools
- Working knowledge of Splunk for research and analysis
- Excellent written and verbal communications skills with the ability to translate complex technical issues to diverse stakeholders
- Proven ability to quickly gain understanding of operational or business processes
- Strategic mindset and keen eye for patterns and trends
- Proven capability to lead deep dive investigations and drive resolution in technical or cross-functional environments
- Detailed-oriented with commitment to documentation, SLA adherence and continuous improvement
- Excellent leadership and discussion facilitation skills
- Able to work independently or as a part of the team
Desired skills: - Experienced in conducting large enterprise-scale root cause analysis investigations
- Knowledge of automation self-healing, or proactive monitoring systems
- Customer-centric mindset
Pay rate: $36.35 - $44.35 per hour
Only candidates available and ready to work directly as Genesis10 employees will be considered for this position. If you have the described qualifications and are interested in this exciting opportunity, please apply! Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.
For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10: - Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
- The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
- Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
- Behavioral Health Platform
- Medical, Dental, Vision
- Health Savings Account
- Voluntary Hospital Indemnity (Critical Illness & Accident)
- Voluntary Term Life Insurance
- 401K
- Sick Pay (for applicable states/municipalities)
- Commuter Benefits (Dallas, NYC, SF, and Illinois)
For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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