Enterprise Problem Manager

Job Title: Enterprise Problem Manager
Location: Chicago/Waukegan (Onsite)
Duration/Term: Long-Term Contract

Job Summary:

We are seeking a seasoned Senior Problem Manager to oversee infrastructure-related problem management processes with a strong focus on root cause analysis (RCA), technical debt reduction, and continuous service improvement. This role requires close coordination across multiple technology towers and stakeholders, combining structured methodologies with a deep understanding of enterprise IT infrastructure to resolve recurring incidents and minimize business impact.

Key Responsibilities:

• Initiate and lead Problem Management calls and facilitate cross-functional technical collaboration
• Validate, prioritize, and own problem records, including progression through the Known Error lifecycle
• Identify corrective and preventive actions, and ensure their effective implementation
• Coordinate resources from internal teams and external vendors for complex issue resolution
• Drive proactive problem management using incident trend and alert analysis
• Conduct deep RCAs using methodologies such as 5 WHYs, Fishbone, and Pareto
• Monitor, document, and report on Problem Management KPIs and metrics (weekly, monthly, quarterly)
• Own and reduce technical debt by analyzing backlog and identifying remediation strategies
• Correlate data from ITSM tools (Incidents, Changes) to identify systemic issues
• Engage and present findings to both technical and non-IT business stakeholders, ensuring clarity and actionable outcomes
• Recommend and stabilize Experience Level Agreements (XLAs) and improvements within the Problem Management process
• Collaborate with application and infrastructure SMEs to resolve cross-domain issues
• Maintain and contribute to the Known Error Database and documentation repositories

Required Skills:

• Strong knowledge of data center operations, IT infrastructure, and system interdependencies
• Experience in Operating Systems, Networking, Storage, and Firewalls
• Proven expertise in problem investigation techniques and RCA tools
• Ability to interpret technical issues and communicate clearly to non-technical stakeholders
• Hands-on proficiency with Excel and PowerPoint for analysis and executive-level presentations
• Experience with ITSM tools (ServiceNow, Remedy, etc.)

Key Skills:

Problem Management, Root Cause Analysis (RCA), Known Error Management, Infrastructure Operations, Technical Debt, 5 WHYs, Fishbone, ITSM (ITIL), XLA, Data Center, Excel/PowerPoint, Stakeholder Communication

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