Execute and improve the Problem Management Correction of Error (COE) process in alignment with global and local standards.
Identify opportunities to automate and optimize problem management workflows using Agentic AI.
Coordinate problem resolution across internal teams, vendors, and external partners.
Drive Correction of Error (COE), postmortem facilitation, and closure of critical action items.
Ensure timely and high-quality delivery of COE reports, Post Implementation Reviews, and known error documentation.
Mentor junior Problem Managers and engineers, fostering a culture of operational excellence.

Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
10+ years of experience in IT operations, technical program management, or service reliability.
Minimum 5 years of experience in Change/Incident/Problem Management or Project Management.
Proficiency in Python or similar programming languages, including building scalable backend services and data pipelines.
Hands-on experience with LLM APIs (e.g., OpenAI, Claude, Sonnet) for prompt engineering, inference, and orchestration.
Familiarity with Model Context Protocol (MCP) for agent orchestration and workflow integration.
Ability to implement retrieval-augmented generation (RAG) or similar techniques to deliver explainable, context-aware AI insights.
Technical knowledge in system architecture, networking, and cloud platforms.
Strong understanding of ITIL.
Experience with tools like ServiceNow, JIRA, Confluence and Tableau.

Beyond our great compensation package, you can receive incentive awards for your performance.
Other great perks include a host of best-in-class benefits maternity and parental leave, PTO, health benefits, and much more.

Staff, Technical Program Manager

Key skills