Problem Manager & Strategic Initiatives Lead

Job summary

Lead the identification and resolution of recurring infrastructure issues through Root Cause Analysis and trend reporting. Develop executive dashboards and lead strategic initiatives to improve operational resiliency and risk reduction.

Job details

Key Responsibilities Problem Management Lead the identification, analysis, and resolution of recurring issues across Enterprise Z infrastructure and services. Conduct Root Cause Analysis (RCA) and trend analysis to identify systemic risks and opportunities for improvement. Coordinate long-term remediation efforts and preventive actions across Engineering, Operations, and Application teams. Maintain compliance with Incident and Problem Management policies, standards, and procedures. Track and report on repeated incidents, rolled-back changes, and recurring operational issues. Reporting & Analytics Develop and maintain executive dashboards, scorecards, and management reporting. Utilize ServiceNow Reporting, Power BI, and Excel to analyze trends, measure performance, and provide actionable insights. Produce weekly, monthly, and quarterly reports highlighting key metrics, risks, and remediation progress. Drive data-driven decision making through advanced reporting and visualization. Leadership & Meeting Facilitation Independently lead management meetings, governance reviews, and operational discussions. Present findings, recommendations, risks, and strategic updates to senior leadership. Support managerial meetings that may occur outside standard 9:00 AM-5:00 PM EST business hours, including sessions scheduled at 8:00 AM or 8:30 AM NYT as business needs require. Facilitate cross-functional alignment on action plans, priorities, and remediation activities. Train and mentor staff on Problem Management processes, tools, and reporting standards. Strategic Initiatives & Special Projects Lead or contribute to automation, process improvement, operational resiliency, and risk reduction initiatives. Develop executive presentations, business cases, and implementation plans for strategic projects. Serve as a key contributor to enterprise-wide Problem Management and governance initiatives. Support Change Management and operational readiness efforts as needed. Respond to pages for business-impacting incidents owned by the organization, which may occur at any time, and follow standard operating procedures requiring all engaged Enterprise Z personnel to join the designated conference bridge. Skills & Qualifications Technical & Reporting Skills Strong knowledge of ITIL-based Problem Management processes and best practices. Advanced proficiency in ServiceNow, including Problem, Incident, Change, and Reporting modules. Advanced Excel skills, including Pivot Tables, Power Query, formulas, dashboards, charts, and data modeling. Proficiency in Power BI for dashboard development, reporting, data visualization, and executive analytics. Experience with Jira, Confluence, and SharePoint. Experience supporting enterprise infrastructure environments, preferably Mainframe operations. Analytical & Process Skills Expertise in root cause analysis, trend identification, and risk assessment. Strong problem-solving and analytical capabilities. Ability to translate complex operational data into meaningful business insights. Skilled in managing multiple priorities and driving issues to resolution. Leadership & Communication Excellent written, verbal, presentation, and facilitation skills. Ability to confidently lead management meetings and executive reviews. Proven ability to influence and collaborate across Engineering, Operations, Infrastructure, Risk, and Application teams. Strong executive presence and stakeholder management skills. Organizational & Compliance Strong organizational skills with the ability to manage multiple initiatives simultaneously. Ability to interpret and apply firm policies, standards, and governance requirements. Detail-oriented with a focus on compliance, documentation quality, and audit readiness Preferred Attributes Self-starter capable of working independently with minimal direction. Strong leadership skills with the ability to drive change and influence outcomes. Continuous improvement mindset with a passion for operational excellence. Ability to balance day-to-day operational responsibilities with strategic project execution. Proven experience leading cross-functional initiatives and delivering measurable business results.

What you’ll do

Lead the identification and resolution of recurring infrastructure issues through Root Cause Analysis and trend reporting. Develop executive dashboards and lead strategic initiatives to improve operational resiliency and risk reduction.

Requirements

Requires advanced proficiency in ServiceNow, Power BI, and Excel, along with strong knowledge of ITIL-based Problem Management. Candidates must possess excellent leadership skills and experience supporting enterprise infrastructure, preferably in Mainframe environments.

Listed skills

• Data visualization · Preferred
• Power BI · Preferred
• Executive Reporting · Preferred
• Jira · Preferred
• Root Cause Analysis · Preferred
• Process Improvement · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Problem Management
• Root Cause Analysis
• ServiceNow
• Power BI
• Advanced Excel
• ITIL
• Data Visualization
• Stakeholder Management
• Executive Reporting
• Mainframe Operations
• Jira
• Confluence
• Risk Assessment
• Process Improvement
• Meeting Facilitation
• Strategic Planning

Job areas

• Technology
• Management & Leadership
• Data & Analytics
• Consulting
• Engineering