Job#: 3033620 Job Description: Production / Technical Support II
Location: Jersey City, New Jersey (Hybrid)Employment Type: ContractDuration: 12 monthsRole Overview
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 and improve stability.
Key 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.
- Facilitate Root Cause Analysis (RCA) using structured methodologies such as 5 Whys or Fishbone.
- Partner with Engineering, Application, Infrastructure, and Business teams to define permanent fixes.
- Track remediation actions to closure, ensuring accountability and risk mitigation.
- Analyze incident, alert, and trend data to proactively identify emerging risks.
- Drive improvements to monitoring, automation, controls, and platform resilience.
- Provide concise executive-level summaries on problem themes and remediation progress.
- Continuously improve Problem Management processes, metrics, reporting, and documentation.
Required Qualifications
Experience: A minimum of 3-5 years of experience leading Problem Management analysis and conducting large enterprise-scale root cause analysis investigations.
Technical Skills: Familiarity with ITIL methodology. Experience with ServiceNow, BMC Remedy, Splunk, and the Microsoft Suite of tools.
Professional Skills: Excellent analytical, problem-solving, and communication skills to translate complex technical issues to diverse stakeholders. Proven capability to lead deep dive investigations and drive resolution in technical or cross-functional environments. A strategic mindset with a keen eye for patterns and trends.
Preferred Qualifications
- Knowledge of automation, self-healing, or proactive monitoring systems.
- Customer-centric mindset.
Compensation & Benefits
The pay rate for this position is between $35.00 and $40.83 per hour. A comprehensive benefits package may be available to eligible employees.
We are an equal opportunity employer and welcome applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Apex uses a virtual recruiter as part of the application process. Click for more details.
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Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click for more details.
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
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