Own the end-to-end Problem Management process across the Americas region.
Identify recurring incidents and service disruptions through proactive trend analysis.
Lead Root Cause Analysis (RCA) activities and facilitate problem review meetings.
Drive corrective and preventive actions to eliminate recurring issues.
Ensure problem records, actions, and remediation plans are accurately tracked and completed.
Measure and report on Problem Management KPIs and service improvement initiatives.
Support Lead and coordinate Major Incident response activities when required.
Facilitate technical bridges and stakeholder communications during critical incidents.
Ensure timely resolution and escalation of high-priority service disruptions.
Conduct post-incident reviews and document lessons learned.
Analyze incident and request data to identify service trends and systemic issues.
Develop operational and executive-level reporting using Power BI and ITSM tools.
Present findings, risks, and recommendations to leadership teams.
Drive Continual Service Improvement (CSI) initiatives aligned with ITIL best practices.
Partner with Infrastructure, Network, Security, Application, Service Desk, and Operations teams.
Track accountability and follow-up actions across multiple technical groups.
Support governance activities and ensure adherence to Problem Management standards.

5+ years of experience in: ITIL Problem Management
Major Incident Management
IT Service Management (ITSM)
IT Operations
Infrastructure Support
Demonstrated experience leading Root Cause Analysis investigations.
Experience managing enterprise-wide incidents and service improvement programs.
Experience operating within large global or multinational environments.
Strong understanding of: ITIL Framework, Problem Management, Incident Management, Major Incident Management, Root Cause Analysis (RCA), Change Management processes, Enterprise Infrastructure environments, Networks, Firewalls, Databases, Application Servers, Cloud Services.
Experience with: EasyVista or similar ITSM platforms, SharePoint, Power BI, Service reporting and analytics, KPI and trend analysis.

Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed.
Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

ITIL Problem Manager – Technology Infrastructure

Key skills