ITSM Problem Manager
Capgemini Government Solutions (CGS) LLC is seeking an ITSM Problem Manager to lead enterprise problem management and eliminate recurring incidents through root cause analysis and continuous improvement. This role partners across ITSM and Cybersecurity to improve service reliability, reduce risk, and deliver actionable insights to leadership.
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
- Partner 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
Requirements
- 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
Qualifications
- ITIL 4 certification
- Experience in regulated or high-availability environments (e.g., government, healthcare, financial services)
Schedule
Hybrid role based in San Antonio, TX (onsite several days/week).
Pay
The base salary range for this role in the tagged location is $90k–$110k. This role may also be eligible for variable compensation, bonus, or commission. Full-time regular employees are eligible for paid time off and benefits including medical, dental, vision insurance, and 401(k).
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 every day 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. The Group reported in 2022 global revenues of €22 billion.