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 governance reviews to drive strategic operational resiliency and risk reduction.

Job details

Summary Experience Level: Level 3 (senior): minimum 5 years Duration: 12 Months Contract Work Mode: 100% remote, but needs to work EST hours Responsibilities 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. 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. Independently lead management meetings, governance reviews, and operational discussions. Present findings, recommendations, risks, and strategic updates to senior leadership. Facilitate cross-functional alignment on action plans, priorities, and remediation activities. Train and mentor staff on Problem Management processes, tools, and reporting standards. Lead or contribute to automation, process improvement, operational resiliency, and risk reduction initiatives. Develop executive presentations, business cases, and implementation plans for strategic projects. Support Change Management and operational readiness efforts as needed. Requirements 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. 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. 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 organizational skills with the ability to manage multiple initiatives simultaneously. Ability to interpret and apply firm policies, standards, and governance requirements. Preferred Skills 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 governance reviews to drive strategic operational resiliency and risk reduction.

Requirements

Requires strong knowledge of ITIL Problem Management and advanced proficiency in ServiceNow, Power BI, and Excel. Candidates must have experience supporting enterprise infrastructure, preferably Mainframe, and possess excellent executive communication skills.

Listed skills

• Power BI · Preferred
• Executive Reporting · Preferred
• SharePoint · 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
• Trend Analysis
• Executive Reporting
• Jira
• Confluence
• SharePoint
• Mainframe Operations
• Risk Assessment
• Stakeholder Management
• Cross-functional Leadership
• Process Improvement

Job areas

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