ITSM Problem Manager

Job Responsibilities

• Own the end-to-end Problem Management lifecycle (identification, RCA, remediation, closure) aligned with ITIL
• Lead Root Cause Analysis (RCA) and Post-Incident Reviews (PIRs) for high-severity and recurring incidents
• Establish and maintain problem management governance, standards, and processes
• Pivot with Incident, Change, and Service Owners to reduce repeat issues and improve MTTR
• Analyze trends using ITSM tools and operational data to identify systemic risks and improvements
• Drive cross-functional remediation with engineering, cybersecurity, and vendors
• Deliver executive reporting on service health, risk, and problem trends
• Support audit and compliance through clear, traceable documentation

Required Qualifications

• U.S. Citizenship required; ability to obtain/maintain a Public Trust clearance
• Bachelor’s degree (or equivalent experience)
• 6+ years in IT operations, service management, or cybersecurity
• 2+ years in Problem Management or similar ITSM role
• Strong knowledge of ITIL processes (Incident, Problem, Change, Configuration)
• Experience with ServiceNow or similar ITSM tools
• Proven ability to lead RCA/PIRs across technical and non-technical teams
• Strong analytical, documentation, and executive communication skills

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.