626 Problem Manager jobs in the United States
Problem Manager
Posted 10 days ago
Job Viewed
Job Description
Calling all innovators - find your future at Fiserv.
We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
Job Title
Problem Manager
About Your Role:
The Problem Manager will have a broad IT background who is detail-oriented but can also see the "big picture" from an enterprise and ITIL framework standpoint. You will be responsible for the problem management process and for managing the lifecycle of all problems using defined risk-based analysis to ensure minimal disruption to IT systems and business processes. You will transfer ITIL Problem management knowledge to onshore and offshore production control teams and provide governance of technical SWAT Teams in a hands-on problem management environment. You will also provide weekly audits of problem SLAs and KPI reporting for proper problem closure.
What you will do:
-
Formalize and enhance IT problem framework (process and procedures), and deliver an ongoing training program for IT staff, business system owners, and business stakeholders
-
Deploy and maintain IT processes to effectively support IT problem management
-
Facilitate Card Services Problem Review Board (PRB) meetings and real-time decision-making. Ensure participation across functional groups, issue meeting summaries, and update problem records with decisions resulting from the review meeting. Ensure that problem records meet all requirements to increase success factors and reduce the risk and recurrence of incidents that impact service quality
-
Champion the investigation, discovery, analysis, testing, implementation, and documentation of problems in partnership with Functional/Technical/Business Leads to assure timely, accurate, and holistic resolution of the issues
-
Monitor and evaluate IT execution to proactively identify opportunities for problem management to prevent incidents from occurring and drive service quality and availability
-
Own evidence-based metrics to demonstrate process effectiveness and make transparent controls
-
Ensure all identified workaround, root cause analysis, and remediation processes are documented and published to appropriate teams
-
Maintain the known error database and appropriate knowledge base entries related to problem management
-
Analyze and categorize problem records to determine the type of investigation, escalation, and/or remediation needed
-
Perform trend analysis of business-critical services and historical events to identify trends and proactive opportunities
-
Oversee best practices in establishing and maintaining IT controls. (e.g., source code control, IT training, risk identification and mitigation)
-
Ensure communication of problem records, findings, and remediation plans to business stakeholders on behalf of the IT function
-
Ensure regulatory compliance is maintained across problem management processes, including monitoring and reporting
-
Develop process flow diagrams to support standard operating procedures
-
Responsible for key program management activities, milestones, and customer deliverables
Experience you'll need to have:
-
5+ years of experience with ITIL Problem Management framework implemented with ServiceNow
-
5+ years of experience in Incident and Problem management to facilitate & support lessons learned reviews and track RCA & remediation items
-
ServiceNow hands-on experience with report writer, Incident and Problem management functions
-
Experience with proven command and control skills for active problem management
-
Experience producing regular weekly and monthly KPI metrics for SLA, MTTR and other service management critical success factors
-
Strong verbal and written communication skills
-
Experience coordinating offshore teams
-
Bachelor's degree in computer science or business management OR equivalent work experience
Experience that would be great to have:
-
ITIL foundation or higher certification
-
Expert level Microsoft EXCEL
How you'll work:
-
Fiserv emphasizes in-person collaboration to help you grow your career while shaping the future of fintech; this role is on-site Monday through Friday
-
This role requires use of a computer and audio equipment
Sponsorship:
- In order to be considered, you must be legally authorized to work in the U.S. without need for visa sponsorship now or in the future
Salary Range
$120,000.00 - $198,000.00
These pay ranges apply to employees in New Jersey, New York and California. Pay ranges for employees in other states may differ.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
For incentive eligible associates, the successful candidate is eligible for an annual incentive opportunity which may be delivered as a mix of cash bonus and equity awards in the Company's sole discretion.
Thank you for considering employment with Fiserv. Please:
-
Apply using your legal name
-
Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Our commitment to Equal Opportunity:
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.
If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact . Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv's Disability Accommodation Policy for additional information.
Note to agencies:
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
Warning about fake job posts:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.
Problem Manager
Posted 22 days ago
Job Viewed
Job Description
• Evaluate existing business processes to identify areas for improvement.
• Document current processes through detailed process maps, workflows, and diagrams.
• Analyze process performance metrics to assess efficiency and effectiveness.
• Design new business processes or re-engineer existing ones to optimize performance.
• Develop and implement process improvement strategies to enhance productivity and reduce costs.
• Collaborate with stakeholders to define process requirements and objectives.
• Lead change initiatives by effectively communicating process changes and their impact to stakeholders.
• Develop training materials and conduct training sessions to ensure successful implementation of new processes.
• Address resistance to change and foster a culture of continuous improvement.
• Identify opportunities to leverage technology solutions for process automation and optimization.
• Work closely with IT teams to implement software tools and systems that support business processes.
• Ensure alignment between business requirements and technology solutions.
Education Level: Bachelor's Degree
Education Details: Computer Science, Information Technology, or related field
Experience: 3 years relevant process business engineering experience in the healthcare sector or demonstrated ability to perform the functions at the level required
In Lieu of Education
In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
Preferred Qualifications
• 3+ years of experience in business process management
• 3+ years of experience with using process improvement methodologies
• Proven track record of successfully leading process improvement initiatives from conception to implementation.
• Strong analytical skills with the ability to collect, analyze, and interpret data to drive decision-making.
• Excellent project management skills with the ability to prioritize tasks, manage timelines, and deliver results.
• Experience with using Microsoft Office tools, including Excel, PowerPoint, and Visio
• Exceptional communication skills with the ability to effectively collaborate with stakeholders at all levels of the organization.
Problem Manager
Posted 11 days ago
Job Viewed
Job Description
We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
**Job Title**
Problem Manager
**About Your Role:**
The Problem Manager will have a broad IT background who is detail-oriented but can also see the "big picture" from an enterprise and ITIL framework standpoint. You will be responsible for the problem management process and for managing the lifecycle of all problems using defined risk-based analysis to ensure minimal disruption to IT systems and business processes. You will transfer ITIL Problem management knowledge to onshore and offshore production control teams and provide governance of technical SWAT Teams in a hands-on problem management environment. You will also provide weekly audits of problem SLAs and KPI reporting for proper problem closure.
**What you will do:**
+ Formalize and enhance IT problem framework (process and procedures), and deliver an ongoing training program for IT staff, business system owners, and business stakeholders
+ Deploy and maintain IT processes to effectively support IT problem management
+ Facilitate Card Services Problem Review Board (PRB) meetings and real-time decision-making. Ensure participation across functional groups, issue meeting summaries, and update problem records with decisions resulting from the review meeting. Ensure that problem records meet all requirements to increase success factors and reduce the risk and recurrence of incidents that impact service quality
+ Champion the investigation, discovery, analysis, testing, implementation, and documentation of problems in partnership with Functional/Technical/Business Leads to assure timely, accurate, and holistic resolution of the issues
+ Monitor and evaluate IT execution to proactively identify opportunities for problem management to prevent incidents from occurring and drive service quality and availability
+ Own evidence-based metrics to demonstrate process effectiveness and make transparent controls
+ Ensure all identified workaround, root cause analysis, and remediation processes are documented and published to appropriate teams
+ Maintain the known error database and appropriate knowledge base entries related to problem management
+ Analyze and categorize problem records to determine the type of investigation, escalation, and/or remediation needed
+ Perform trend analysis of business-critical services and historical events to identify trends and proactive opportunities
+ Oversee best practices in establishing and maintaining IT controls. (e.g., source code control, IT training, risk identification and mitigation)
+ Ensure communication of problem records, findings, and remediation plans to business stakeholders on behalf of the IT function
+ Ensure regulatory compliance is maintained across problem management processes, including monitoring and reporting
+ Develop process flow diagrams to support standard operating procedures
+ Responsible for key program management activities, milestones, and customer deliverables
**Experience you'll need to have:**
+ 5+ years of experience with ITIL Problem Management framework implemented with ServiceNow
+ 5+ years of experience in Incident and Problem management to facilitate & support lessons learned reviews and track RCA & remediation items
+ ServiceNow hands-on experience with report writer, Incident and Problem management functions
+ Experience with proven command and control skills for active problem management
+ Experience producing regular weekly and monthly KPI metrics for SLA, MTTR and other service management critical success factors
+ Strong verbal and written communication skills
+ Experience coordinating offshore teams
+ Bachelor's degree in computer science or business management OR equivalent work experience
**Experience that would be great to have:**
+ ITIL foundation or higher certification
+ Expert level Microsoft EXCEL
**How you'll work:**
+ Fiserv emphasizes in-person collaboration to help you grow your career while shaping the future of fintech; this role is on-site Monday through Friday
+ This role requires use of a computer and audio equipment
**Sponsorship:**
+ In order to be considered, you must be legally authorized to work in the U.S. without need for visa sponsorship now or in the future
**Salary Range**
$120,000.00 - $198,000.00
_These pay ranges apply to employees in New Jersey, New York and California. Pay ranges for employees in other states may differ._
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
For incentive eligible associates, the successful candidate is eligible for an annual incentive opportunity which may be delivered as a mix of cash bonus and equity awards in the Company's sole discretion.
Thank you for considering employment with Fiserv. Please:
+ Apply using your legal name
+ Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
**Our commitment to Equal Opportunity:**
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.
If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact . Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv's Disability Accommodation Policy for additional information.
**Note to agencies:**
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
**Warning about fake job posts:**
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.
SCITLS Problem Manager
Posted today
Job Viewed
Job Description
Req ID: RQ196244
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: Top Secret/SCI
Public Trust/Other Required: None
Job Family: IT Infrastructure and Operations
Skills:
Business Continuity,Disaster Recovery (DR),Information Technology (IT) Services
Experience:
3 + years of related experience
US Citizenship Required:
Yes
Job Description:
Seize your opportunity to make a personal impact as a SCITLS Problem Manager supporting USSTRATCOM. GDIT is your place to make meaningful contributions to challenging projects, build your skills, and grow a rewarding career.
At GDIT, people are our differentiator. As a SCITLS Problem Manager supporting USSTRATCOM in Offutt AFB, you will help ensure today is safe and tomorrow is smarter.
USSTRATCOM is a Combatant Command responsible for strategic deterrence, nuclear operations, and enterprise IT services essential to national security. It oversees Nuclear Command, Control, and Communications (NC3), Joint Electromagnetic Spectrum Operations (JEMSO), Global Strike, and Missile Threat Assessments, working closely with other Combatant Commands, Services, and defense agencies. SCITLS will be a key component that will ensure mission success and the safety of the U.S. and its allies by providing 24/7 IT services and network support for NIPRNet, SIPRNet, JWICS, and SAP/SAR environments
HOW A SCITLS Problem Manager WILL MAKE AN IMPACT
-
Manages problems as they arise in the environment.
-
Coordinates across the contract to establish Tiger Teams and SRTs to resolve the issues.
-
Coordinates the creation and delivery of after action reports and RCAs.
-
Creates criteria to determine categorization or escalation of events as problem, incident, or as event notifications.
-
Ensures notation in Event Log.
-
Captures event data to build Event Catalog.
-
Provides leadership in problem identification, recording, investigation, and diagnosis with the intent to prevent incidents from occurring.
-
Determines and implements temporary solutions available to incident management. Develops final solutions for known errors.
-
Performs trend analysis of incidents and known errors to prevent or mitigate recurrences.
WHAT YOU'LL NEED TO SUCCEED:
-
Required Experience: 3+ years of related experience
-
Required Certifications: Security+, GFACT, or CCNA
-
Ability to Obtain ITIL 4 Foundation - ITSM Certification within the first 9 months
-
Desired Certifications: ITSM 4 Foundations: ITIL 4 Specialist Create, Deliver, and Support (CDS); or Certified Business Relationship Manager (CBRM); or Lean Six Sigma Green Belt; or HDI Problem Management Professional; or ServiceNow Certified Implementation Specialist - ITSM
-
Security Clearance Level: TS/SCI
-
Location: Offutt AFB, NE
GDIT IS YOUR PLACE:
-
401K with company match
-
Comprehensive health and wellness packages
-
Internal mobility team dedicated to helping you own your career
-
Professional growth opportunities including paid education and certifications
-
Cutting-edge technology you can learn from
-
Relocation may be available
-
Rest and recharge with paid vacation and holidays
#SCITLS
The likely salary range for this position is $43,888 - $0. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
Join our Talent Community to stay up to date on our career opportunities and events at
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
SCITLS Problem Manager
Posted 1 day ago
Job Viewed
Job Description
**Type of Requisition:** Regular
**Clearance Level Must Be Able to Obtain:** Top Secret/SCI
**Public Trust/Other Required:** None
**Job Family:** IT Infrastructure and Operations
**Skills:**
Business Continuity,Disaster Recovery (DR),Information Technology (IT) Services
**Experience:**
3 + years of related experience
**US Citizenship Required:**
Yes
**Job Description:**
Seize your opportunity to make a personal impact as a **SCITLS Problem Manager** supporting USSTRATCOM. GDIT is your place to make meaningful contributions to challenging projects, build your skills, and grow a rewarding career.
At GDIT, people are our differentiator. As a **SCITLS Problem Manager** supporting USSTRATCOM in Offutt AFB, you will help ensure today is safe and tomorrow is smarter.
USSTRATCOM is a Combatant Command responsible for strategic deterrence, nuclear operations, and enterprise IT services essential to national security. It oversees Nuclear Command, Control, and Communications (NC3), Joint Electromagnetic Spectrum Operations (JEMSO), Global Strike, and Missile Threat Assessments, working closely with other Combatant Commands, Services, and defense agencies. SCITLS will be a key component that will ensure mission success and the safety of the U.S. and its allies by providing 24/7 IT services and network support for NIPRNet, SIPRNet, JWICS, and SAP/SAR environments
**HOW A** **SCITLS Problem Manager** **WILL MAKE AN IMPACT**
+ Manages problems as they arise in the environment.
+ Coordinates across the contract to establish Tiger Teams and SRTs to resolve the issues.
+ Coordinates the creation and delivery of after action reports and RCAs.
+ Creates criteria to determine categorization or escalation of events as problem, incident, or as event notifications.
+ Ensures notation in Event Log.
+ Captures event data to build Event Catalog.
+ Provides leadership in problem identification, recording, investigation, and diagnosis with the intent to prevent incidents from occurring.
+ Determines and implements temporary solutions available to incident management. Develops final solutions for known errors.
+ Performs trend analysis of incidents and known errors to prevent or mitigate recurrences.
**WHAT YOU'LL NEED TO SUCCEED:**
+ **Required Experience:** 3+ years of related experience
+ **Required Certifications:** Security+, GFACT, or CCNA
+ Ability to Obtain ITIL 4 Foundation - ITSM Certification within the first 9 months
+ **Desired Certifications:** ITSM 4 Foundations: ITIL 4 Specialist Create, Deliver, and Support (CDS); or Certified Business Relationship Manager (CBRM); or Lean Six Sigma Green Belt; or HDI Problem Management Professional; or ServiceNow Certified Implementation Specialist - ITSM
+ **Security Clearance Level:** TS/SCI
+ **Location:** Offutt AFB, NE
**GDIT IS YOUR PLACE:**
+ 401K with company match
+ Comprehensive health and wellness packages
+ Internal mobility team dedicated to helping you own your career
+ Professional growth opportunities including paid education and certifications
+ Cutting-edge technology you can learn from
+ Relocation may be available
+ Rest and recharge with paid vacation and holidays
**#SCITLS**
The likely salary range for this position is $43,888 - $0. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
Join our Talent Community to stay up to date on our career opportunities and events at Opportunity Employer / Individuals with Disabilities / Protected Veterans
Senior Problem Manager - VP
Posted 6 days ago
Job Viewed
Job Description
Throughout the process lifecycle, you will be expected to provide clear executive / business focused write-ups to our partners (post-mortem reports). At any moment, a Problem Manager should be able to discuss the details with the infrastructure or business support units and/or provide verbal updates to mid and senior level management.
The ideal individual for this role will have a good blend of technical and soft skills. Someone who is dynamic, has strong deductive reasoning capabilities, can communicate up/down/across a Global enterprise, drives initiatives from inception to closure and has a strong attention to detail / does not give up until the root cause has been eliminated permanently from the environment. Experience in large scale Business/Technology Operations, Service Management / Continual Service Improvement and/or Business/App Support would certainly be an asset but should not discourage anyone with the core skills described here or below from applying. The role requires extensive research ability, logical analysis, the application of cause and effect, and the tenacity to ask probing questions to uncover the underlying causes. Additionally, high levels of skill and confidence are imperative while conducting problem reviews with the business and technical domain experts. This involves taking lead and directing the meeting, keeping focus and attention on key events and details, all while documenting causes and action items throughout.
**Key Responsibilities:**
+ Lead Problem Reviews of Severity 1, 2 and 3 Major Incidents
+ Identify focal points then lead causal analysis investigations to successfully identify the true **root causes** of problems that impact the Citi Technology Infrastructure Operations and Technology IT estate
+ Quickly and efficiently craft cause-and-effect charts for all Severity 1 and 2 issues
+ Ensure necessary reports (RCAs, Post-Mortem Reports) are created to a high standard of written English and delivered in a timely manner
+ Develops and cultivates multi-functional partner relationships at all levels of the organization
+ Track problem resolution tasks and document evidence of their completion
+ Keep Problem reports (post-mortem reports) current at all times
+ Support Problem Management Reporting (Performance Metrics and Customer SLAs)
+ Assist the line manager periodically with Audit and Problem governance metrics
+ Identify areas of waste and recommend improvements in the form of automation, consolidation or elimination
+ Host Problem Management / Operational Excellence meetings with Application / Business / Development areas to track progress of error resolution tasks
+ Develop and lead Service Improvement Programs for chronic incidents
+ Drive continuous improvements with technology teams from causal analysis investigation
**Qualifications:**
+ Broad experience in an IT - related operational support role
+ Fundamental experience with ITIL good practices a plus
+ Operational experience with Service Management / Problem Management is helpful
+ Experience with enterprise level service management tools (e.g., Service Now, BMC Remedy, HP Service Center) preferred
+ Highly proficient interpersonal skills and consistent track record facing off with senior Business/Technology partners
+ Bi-Lingual (English / Spanish) skills are a plus
+ Highly organized presentation, negotiation and customer service skills
+ Creative thinker who challenges the status quo
+ Strong analytic/diagnostic skills and attention to detail
**Education:**
+ Bachelor's degree or equivalent work experience required
---
**Job Family Group:**
Technology
---
**Job Family:**
Business Analysis / Client Services
---
**Time Type:**
Full time
---
**Primary Location:**
Irving Texas United States
---
**Primary Location Full Time Salary Range:**
$114,720.00 - $172,080.00
In addition to salary, Citi's offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.
---
**Most Relevant Skills**
Please see the requirements listed above.
---
**Other Relevant Skills**
For complementary skills, please see above and/or contact the recruiter.
---
**Anticipated Posting Close Date:**
Aug 22, 2025
---
_Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._
_If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi ( ._
_View Citi's EEO Policy Statement ( and the Know Your Rights ( poster._
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
Problem Manager - Cloud Ops & SRE
Posted 9 days ago
Job Viewed
Job Description
At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at .
Overview of Job Function:
As a Problem Manager - Cloud Ops & SRE within Verint's Cloud Operations team, you will be a key driver of service reliability and continuous improvement. This role is central to identifying, analyzing, and resolving systemic issues across our cloud platforms. You'll work cross-functionally with Operations, Engineering, SRE, Support, and Product teams to ensure that recurring problems are addressed at the root cause level-improving uptime, customer satisfaction, and operational efficiency.
This role blends traditional ITSM practices with modern SRE and DevOps principles. You'll lead blameless postmortems, facilitate uptime reviews, and provide executive-level insights into service health and improvement initiatives. This is a proactive, strategic position that directly impacts the quality and reliability of Verint's cloud services. You'll be at the center of our efforts to reduce incidents, improve customer experience, and drive operational excellence.
Principal Duties and Essential Responsibilities:
-
Lead the execution and evolution of the Problem Management practice across Cloud Operations
-
Identify recurring and pervasive issues through data analysis and pattern recognition
-
Facilitate and contribute to blameless postmortems and incident reviews
-
Deliver actionable insights and recommendations to engineering and product teams
-
Track and drive resolution of root causes, ensuring long-term fixes are implemented
-
Build strong relationships with Engineering, SRE, and Support teams to foster a culture of shared responsibility
-
Host recurring uptime and reliability review meetings with cross-functional stakeholders
-
Communicate findings and progress clearly and concisely to executive leadership
-
Serve as a trusted advisor during incident reviews and RCA development
-
Develop and maintain KPIs, dashboards, and metrics to measure the effectiveness of Problem Management
-
Contribute to the design and implementation of continuous service improvement (CSI) initiatives
-
Ensure compliance with internal standards and regulatory require
-
Mentor teams on best practices in problem identification, analysis, and resolution.
Minimum Requirements:
-
5 years experience in ITSM, SRE or DevOps environments
-
Excellent communication skills, including executive-level reporting
-
Tenacious follow-through and attention to detail
-
Strong analytical and pattern recognition skills
-
Proven ability to lead cross-functional initiatives and influence without authority
-
Fast learner with a growth mindset and a passion for service reliability
-
3 years experience in these or similar technologies: ServiceNow; Jira/Confluence, Excel
-
Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations
Preferred Requirements:
-
Experience working in large-scale cloud environments
-
Experience with MS PowerBI, Tableau, Cognos, MicroStrategy
-
Experience writing customer-facing root case analysis (RCA) documentation
-
Bachelor's degree in a related field
-
ITIL v4 certifications or equivalent experience
-
Familiarity with SRE principles and blameless postmortem culture
#LI-IJ1
Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.
For US Applicants
2025 Benefits Offering (
Be The First To Know
About the latest Problem manager Jobs in United States !
Problem Manager - Cloud Ops & SRE
Posted 10 days ago
Job Viewed
Job Description
At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at .
Overview of Job Function:
As a Problem Manager - Cloud Ops & SRE within Verint's Cloud Operations team, you will be a key driver of service reliability and continuous improvement. This role is central to identifying, analyzing, and resolving systemic issues across our cloud platforms. You'll work cross-functionally with Operations, Engineering, SRE, Support, and Product teams to ensure that recurring problems are addressed at the root cause level-improving uptime, customer satisfaction, and operational efficiency.
This role blends traditional ITSM practices with modern SRE and DevOps principles. You'll lead blameless postmortems, facilitate uptime reviews, and provide executive-level insights into service health and improvement initiatives. This is a proactive, strategic position that directly impacts the quality and reliability of Verint's cloud services. You'll be at the center of our efforts to reduce incidents, improve customer experience, and drive operational excellence.
Principal Duties and Essential Responsibilities:
-
Lead the execution and evolution of the Problem Management practice across Cloud Operations
-
Identify recurring and pervasive issues through data analysis and pattern recognition
-
Facilitate and contribute to blameless postmortems and incident reviews
-
Deliver actionable insights and recommendations to engineering and product teams
-
Track and drive resolution of root causes, ensuring long-term fixes are implemented
-
Build strong relationships with Engineering, SRE, and Support teams to foster a culture of shared responsibility
-
Host recurring uptime and reliability review meetings with cross-functional stakeholders
-
Communicate findings and progress clearly and concisely to executive leadership
-
Serve as a trusted advisor during incident reviews and RCA development
-
Develop and maintain KPIs, dashboards, and metrics to measure the effectiveness of Problem Management
-
Contribute to the design and implementation of continuous service improvement (CSI) initiatives
-
Ensure compliance with internal standards and regulatory require
-
Mentor teams on best practices in problem identification, analysis, and resolution.
Minimum Requirements:
-
5 years experience in ITSM, SRE or DevOps environments
-
Excellent communication skills, including executive-level reporting
-
Tenacious follow-through and attention to detail
-
Strong analytical and pattern recognition skills
-
Proven ability to lead cross-functional initiatives and influence without authority
-
Fast learner with a growth mindset and a passion for service reliability
-
3 years experience in these or similar technologies: ServiceNow; Jira/Confluence, Excel
-
Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations
Preferred Requirements:
-
Experience working in large-scale cloud environments
-
Experience with MS PowerBI, Tableau, Cognos, MicroStrategy
-
Experience writing customer-facing root case analysis (RCA) documentation
-
Bachelor's degree in a related field
-
ITIL v4 certifications or equivalent experience
-
Familiarity with SRE principles and blameless postmortem culture
#LI-IJ1
Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.
For US Applicants
_2025 Benefits Offering (
Problem Manager - Cloud Ops & SRE
Posted 10 days ago
Job Viewed
Job Description
At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at .
Overview of Job Function:
As a Problem Manager - Cloud Ops & SRE within Verint's Cloud Operations team, you will be a key driver of service reliability and continuous improvement. This role is central to identifying, analyzing, and resolving systemic issues across our cloud platforms. You'll work cross-functionally with Operations, Engineering, SRE, Support, and Product teams to ensure that recurring problems are addressed at the root cause level-improving uptime, customer satisfaction, and operational efficiency.
This role blends traditional ITSM practices with modern SRE and DevOps principles. You'll lead blameless postmortems, facilitate uptime reviews, and provide executive-level insights into service health and improvement initiatives. This is a proactive, strategic position that directly impacts the quality and reliability of Verint's cloud services. You'll be at the center of our efforts to reduce incidents, improve customer experience, and drive operational excellence.
Principal Duties and Essential Responsibilities:
-
Lead the execution and evolution of the Problem Management practice across Cloud Operations
-
Identify recurring and pervasive issues through data analysis and pattern recognition
-
Facilitate and contribute to blameless postmortems and incident reviews
-
Deliver actionable insights and recommendations to engineering and product teams
-
Track and drive resolution of root causes, ensuring long-term fixes are implemented
-
Build strong relationships with Engineering, SRE, and Support teams to foster a culture of shared responsibility
-
Host recurring uptime and reliability review meetings with cross-functional stakeholders
-
Communicate findings and progress clearly and concisely to executive leadership
-
Serve as a trusted advisor during incident reviews and RCA development
-
Develop and maintain KPIs, dashboards, and metrics to measure the effectiveness of Problem Management
-
Contribute to the design and implementation of continuous service improvement (CSI) initiatives
-
Ensure compliance with internal standards and regulatory require
-
Mentor teams on best practices in problem identification, analysis, and resolution.
Minimum Requirements:
-
5 years experience in ITSM, SRE or DevOps environments
-
Excellent communication skills, including executive-level reporting
-
Tenacious follow-through and attention to detail
-
Strong analytical and pattern recognition skills
-
Proven ability to lead cross-functional initiatives and influence without authority
-
Fast learner with a growth mindset and a passion for service reliability
-
3 years experience in these or similar technologies: ServiceNow; Jira/Confluence, Excel
-
Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations
Preferred Requirements:
-
Experience working in large-scale cloud environments
-
Experience with MS PowerBI, Tableau, Cognos, MicroStrategy
-
Experience writing customer-facing root case analysis (RCA) documentation
-
Bachelor's degree in a related field
-
ITIL v4 certifications or equivalent experience
-
Familiarity with SRE principles and blameless postmortem culture
#LI-IJ1
Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.
For US Applicants
_2025 Benefits Offering (