Job SummaryThis Lead-level Individual Contributor sits within the Change Management organization and owns the Problem Management process and outcomes for an assigned service area. The role's primary focus is Problem Management: leading complex root-cause investigations, owning the Problem Management actions queue, and driving repeat-incident reduction. The role partners closely with Change Management to ensure RCA-driven changes are scoped, prioritized, and tracked to completion. As a Lead, the role operates through influence (no direct reports), mentoring L1-L3 analysts on RCA discipline and Problem-to-Change handoff.
Responsibilities- Own Problem Management actions for the assigned service area: tracked, validated, completed; remove bottlenecks.
- Lead complex root-cause investigations as the senior practitioner for RCA discipline (5 Whys, fishbone, fault tree, timeline analysis).
- Identify recurring change failures and incident patterns within the service area; convert findings into Problem records and remediation actions.
- Partner with Change Management to scope, prioritize, and track RCA-driven changes through to completion.
- Validate that corrective changes address true root cause (not just symptom); push back on incomplete remediation.
- Coach Change requesters on linking changes back to Problem records and incident learnings.
- Define local execution standards (RCA templates, Problem record quality, action-tracking criteria) for the service area.
- Review and approve complex Problem records and corrective-change packages; enforce quality and risk-mitigation standards.
- Integrate learnings from incidents and problems into process documentation, templates, and training updates.
- Define and maintain Problem Management metrics (RC action closure rate, repeat-incident rate, mean time to root cause) for the service area.
- Use segmentation / cohort analysis to identify high-risk systems, change types, or teams contributing to repeat problems.
- Drive early discovery of patterns (recurring change failures, repeated incidents) within assigned scope.
- Lead through influence (no direct reports): mentor L1-L3 analysts in Problem and Change Management; coach peers; set standards for the service area.
- Drive cross-functional contributors to shared outcomes without formal authority.
- Present to leadership audiences; convert ambiguity into a recommended path with trade-offs articulated.
- Handle difficult conversations (pushback on incomplete RCA, escalations) with composure and clarity.
- Own the automation roadmap for the service area's Problem Management work; prioritize use cases by ROI and risk reduction.
- Define guardrails for AI use in Problem investigation (human-in-the-loop, override paths, audit logging).
- Partner with engineering and AI/ML teams on solution design (e.g., automated pattern detection in incidents).
Qualifications- Bachelor's degree in IT, Computer Science, Engineering, or equivalent work experience.
- 8+ years in Telecommunications Support, Engineering, Design, and/or Problem resolution.
- Demonstrated track record leading complex cross-team root-cause investigations in a complex production environment.
- Demonstrated experience driving repeat-incident reduction via systemic problem analysis and RCA-driven changes.
Certifications
- Required: ITIL Foundation v3 or v4.
- Preferred: ITIL Specialist - Create, Deliver & Support OR ITIL Specialist - High-Velocity IT.
Technical / Functional Skills
- Demonstrated mastery of RCA techniques (5 Whys, fishbone, fault tree, timeline analysis, contributing-factor analysis).
- Strong working knowledge of Telecommunications design, engineering, and implementation to drive and deliver on the RCA but in addition to support TCAB
- Strong analytical capability: define KPIs, build dashboards, drive evidence-based improvement.
- Demonstrated ability to lead complex cross-team investigations and influence without formal authority.
- Strong written and verbal communication; can present to leadership audiences and write executive-ready summaries.
Preferred Qualifications
- Experience in telecommunications, cable, or large-scale service provider environments.
- Familiarity with CMDB hygiene as it relates to RCA and impact analysis.
- Experience with AI / ML applied to incident pattern detection or RCA augmentation.
- Track record of mentoring junior analysts
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New York is $123,379.00 - $202,694.00 / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.
We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.
