Job Description

The Problem Manager, Mid oversees the lifecycle of problems within enterprise IT services to identify root causes of recurring incidents and implement permanent corrective actions. This role leads structured investigations into major and recurring issues, coordinating cross-functional technical teams to diagnose underlying faults and design sustainable fixes. The manager prioritizes problems based on impact and urgency, manages the problem backlog, and ensures tight linkage with incident, change, and release processes to protect the availability of mission-critical systems.

Key Responsibilities

• Own the end-to-end problem lifecycle, from detection and logging through investigation, remediation, and closure.
• Apply ITIL-aligned problem management practices and ensure integration with incident, change, and configuration management processes.
• Lead and facilitate technical problem reviews and investigations, using methods such as 5 Whys, fishbone diagrams, and timeline analysis to identify root causes.
• Analyze incident trends, recurring outage patterns, and monitoring data to proactively identify candidate problems and initiate improvement efforts.
• Maintain and curate a known error database and problem knowledge base so workarounds and lessons learned are documented and reused across support teams.
• Coordinate with change management to plan and validate problem-related changes, ensuring fixes are tested and verified in production.
• Track and report problem management metrics (for example, recurring incident counts, mean time to resolve problems, backlog aging) and use them to drive service improvement.
• Communicate root causes, remediation plans, and progress clearly to technical teams, service owners, and business stakeholders.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant experience.
• Typically 4–7 years of experience in problem management, incident management, or related IT operations roles.
• Strong understanding of problem management principles, frameworks, and best practices (for example, ITIL).
• Proficiency using problem and incident management tools and systems and experience conducting root cause analysis and implementing corrective actions.
• Strong problem-solving, analytical, communication, and organizational skills, with the ability to manage and prioritize multiple problems.
• Ability to obtain and maintain a Secret clearance; U.S. citizenship required.

Preferred Qualifications

• Experience working in highly regulated federal IT environments.
• Relevant certifications such as ITIL Foundation or Certified Problem Manager.

Qualifications

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.