Problem/Incident Manager

Duration: 12+ months
Location: 100% REMOTE
We are seeking an experienced IT Problem Management and Incident Trend Analysis Specialist to transform IT operations data into actionable insights, quantify technology risks, and drive measurable improvements in service stability and client experience. The ideal candidate will have strong experience in Major Incident Management, Problem Management, proactive problem identification, and quantitative analysis of IT operational data.
Key Responsibilities:

• Analyze incident, problem, change, CMDB, vendor, and operational data to identify recurring patterns and systemic technology risks.
• Deduplicate Incident IDs to accurately quantify business impact by month, service, and support channel.
• Develop thematic taxonomies, mapping rules, data quality checks, and standardized analytics methodologies.
• Identify recurring risks across change management, vendors, software, infrastructure, and batch processing.
• Perform incident trend analysis and proactive problem analysis to identify opportunities for preventing recurring incidents.
• Prepare executive-ready reports connecting operational trends, root causes, business impact, and recommended preventive controls.
• Collaborate with Incident Management, Problem Management, SRE, Platform, Network, Security, and Vendor Management teams.
• Track remediation actions and measure improvements in technology resilience, service stability, and client experience.

Required Qualifications:

• 3+ years of experience in Major Incident Management.
• 3+ years of experience in Problem Management.
• 3+ years of experience in Proactive Problem Management, Problem Trend Analysis, or Incident Trend Analysis.
• Proven quantitative analysis experience using IT operations data.
• Strong analytical, root cause investigation, and problem-solving skills.
• Experience synthesizing complex operational data into clear insights and actionable recommendations.
• Excellent communication skills, including the ability to present findings and recommendations to senior stakeholders.

26-00952
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