Problem Manager

The Problem Management team is responsible for identifying the root cause of production incidents, preventing recurrence, and driving long-term stability across critical enterprise systems. This role will investigate medium- and low-priority production issues that have customer impact, partnering closely with development teams, senior leaders, and technology stakeholders.
We are looking for someone with strong analytical skills, deep problem management experience, and familiarity with ITIL and Service Now as we continue our organization-wide transition toward more standardized processes.
Day-to-Day Responsibilities

Handle 2-3 new problem tickets per day, driving root-cause analysis for incidents that transition into formal problems.
Perform detailed investigations on ~15 active tickets at any given time.
Review, track, and update a backlog of 30-50 known errors, working through code changes, monitoring updates, or long-term fixes required to move these into production.
Open and maintain Known Error Records in Service Now; document gaps, risks, and recommendations.
Analyze recurring issues across applications to identify systemic problems and prevent future incidents.
Work with developers, Production Support, and senior leaders (including VPs and executives) to communicate findings and drive remediation.
Support medium- and low-priority issues with real customer impact (internal associates, financial advisors, traders, or end clients).
Ensure clear, concise communication across technical and non-technical partners.
Contribute to the team's ongoing efforts to adopt industry-standard problem management practices as we mature our Service Now processes.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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Required Skills & Experience

Strong Problem Management experience in a production support or operations environment.
Hands-on Service Now problem management experience.
Deep understanding of ITIL methodology; ITIL v4 certification strongly preferred.
Proven ability to perform root-cause analysis and manage known-error backlogs.
Excellent analytical, problem-solving, verbal, and written communication skills.
Ability to work with senior leadership, development teams, and business stakeholders.
Self-driven, able to lead investigations independently, and comfortable owning complex issues end-to-end.
Experience supporting applications or systems in a production environment.

Nice to Have Skills & Experience

Risk management background.
Experience supporting financial services (credit card, consumer banking, wealth management).
Familiarity working across distributed teams.
Exposure to enterprise-level problem or incident management tools and workflows.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.