Problem Manager

Role Overview

• Lead end-to-end problem management activities including identification, categorization, prioritization, investigation, diagnosis, and solution implementation.
• Own the lifecycle of problems that may span multiple delivery teams, technologies, and operational processes.
• Bring together the right technical and business stakeholders to address recurring issues with urgency, focus, and accountability.
• Drive proactive actions that prevent incidents, reduce repeat issues, and minimize the impact of unavoidable service disruptions.
• Ensure effective workarounds are identified, documented, and made available to incident management teams.
• Develop and track permanent fixes for known errors while using trend analysis to uncover patterns across services and historical incidents.
• Capture and communicate key learnings, best practices, and preventive recommendations to strengthen operational maturity across the organization.

Requirements

• Proven ability to thrive in a fast-paced, high-pressure environment with shifting priorities and complex challenges.
• Strong collaboration mindset with the ability to work effectively across functions, teams, and leadership levels.
• Excellent written and verbal communication skills, with the ability to simplify complex technical issues for diverse audiences.
• Creative, open-minded problem solver who can work within process while staying focused on outcomes.
• Curiosity and willingness to continuously learn new technologies, tools, and methodologies.
• Strong systems thinking and analytical skills to connect patterns, risks, and root causes across the support ecosystem.
• Results-oriented approach with the drive to translate analysis into meaningful action and measurable improvements.
• A passion for customer success and a commitment to improving the end-to-end support experience.
• Ability to build trust, de-escalate effectively, and serve as a credible advisor during high-impact customer situations.
• Proactive mindset and the ability to develop a 360° view of issues by understanding the perspectives of all key stakeholders.
• Subject Matter Expertise: Enterprise infrastructure technologies – Foundational technical knowledge to lead meaningful discussions and drive root-cause-focused resolution.
• Knowledge of HPE products and service offerings, with the ability to connect technical insights to customer and business outcomes.
• Data center technologies – Strong understanding of at least one core domain and working knowledge of others, including Server, Networking, Storage, and Virtualization.
• Tools and process – Familiarity with SFDC, ServiceNow, and end-to-end GTS support processes to manage problems effectively and at scale.

Tech Stack

• ServiceNow
• SFDC

Benefits

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion