Problem Manager & Strategic Initiatives Lead

Key Responsibilities
Lead identification and resolution of recurring issues across Enterprise Z infrastructure and services
Conduct RCA and trend analysis to identify systemic risks and improvement opportunities
Coordinate remediation efforts across Engineering, Operations, and Application teams
Maintain compliance with Incident and Problem Management policies and procedures
Track and report incidents, rolled-back changes, and recurring operational issues
Develop executive dashboards, scorecards, and management reporting
Utilize ServiceNow, Power BI, Excel for trend analysis and actionable insights
Produce weekly/monthly/quarterly reports highlighting key metrics, risks, and remediation progress
Drive data-driven decision making through advanced reporting and visualization
Independently lead management meetings, governance reviews, and operational discussions
Present findings and recommendations to senior leadership
Facilitate cross-functional alignment on action plans and remediation activities
Train and mentor staff on Problem Management processes and reporting standards
Lead automation and process improvement initiatives to enhance operational resiliency
Develop executive presentations, business cases, and implementation plans
Support enterprise-wide governance and Change Management efforts
Respond to business-impacting incidents and follow standard operating procedures

Required Qualifications
5+ years of experience
Bachelors Degree

Skills
ServiceNow
Power BI
Advanced Excel
Jira
Confluence
SharePoint
Mainframe Operations
Enterprise Infrastructure Support
ITIL Problem Management Processes
Automation
Problem Management
Root Cause Analysis
Trend Identification
Risk Assessment
Executive Presentations
Stakeholder Management
Cross-functional Collaboration
Meeting Facilitation
Mentoring and Coaching
Process Improvement
Governance and Compliance
Change Management
Management Reporting
Business Case Development
Incident Response Coordination
Written and Verbal Communication

Schedule
Start date: 2026-09-21