Problem Manager

LeadStack Inc. is an award winning, one of the nation’s fastest growing, certified minority owned (MBE) staffing services provider of contingent workforce. As a recognized industry leader in contingent workforce solutions and Certified as a Great Place to Work, we’re proud to partner with some of the most admired Fortune 500 brands in the world.

Title: Problem Manager

Location: 100% remote

Duration: 06+ months

Job ID: 24-01153

Description/Comment:

The Problem Manager is responsible for managing the life cycle of "problems”. This includes preventing incidents from occurring, and if incidents do occur, prevent them from occurring again; as well the curation of RCA and RCM documentation for critical customer issues. The Problem Manager analyzes Incident and Escalation data, identifies issues, and works across the company to solve problems through a robust Post Incident Review (PIR) program.

Required Qualifications:

● Major problem management - detailed reviews are conducted on major problems, including those stemming from major incidents, to identify root causes and detailed action plans to prevent recurrence and customer meaningful outcome.

● Handle incoming requests

● Maintains onboarding and educational materials

● Maintains Problem process documentation

● Publish complete Root Cause Messages

● Works on client related projects as needed

● Obtains internal/ external feedback regarding the program, turning them into actionable plans to improve process/ procedure

● Actively drives the creation and improvement of problem tickets in partnership with Incident Management

● Influence across the organization with data to drive the implementation of preventive measures and improvements .

● Conduct in-depth analysis of incidents

● Manage the complete implementation of root cause fixes and supervise the creation of knowledge articles.

● Established experience in ITSM Tooling for Problem Management at modular level and how it interlocks with Incident and or Change subject areas

To know more about current opportunities at Lead Stack, please visit us on https://leadstackinc.com/careers/