In addition to Problem Management responsibilities, this position independently leads strategic initiatives and special projects focused on operational resiliency, automation, governance, process improvement, and service quality. The ideal candidate is a self-motivated leader who can operate with minimal supervision, facilitate management meetings, present to senior leadership, and influence cross-functional teams to deliver measurable business outcomes.
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.