Problem Manager

TEKsystems • Madison, WI

9d • $50 - $70 • Hybrid

About The Position

We are seeking a Problem Manager with a strong technical background—someone who can go beyond process execution and credibly challenge, validate, and influence engineering teams. This role requires deep problem management expertise paired with hands‑on technical experience in areas such as networking, servers, or applications.
Ideal candidates have previously worked as a Network Engineer, Server Engineer, or Application Engineer and can confidently drive root cause analysis, ensure durable fixes, and prevent incident recurrence. Major Incident experience is a plus.

Requirements

• Problem Management
• Incident Management / Incident Response
• ITSM / ITIL
• Troubleshooting
• Root Cause Analysis
• Technical Support

Nice To Haves

• Former Network Engineer, Server Engineer, or Application Engineer
• Experience participating in or supporting Major Incident Management
• Strong technical credibility and ability to ask deep technical questions

Responsibilities

• Lead the full Problem Management lifecycle including detection, logging, investigation, resolution, validation, and closure
• Ensure closure criteria are met and solutions are fully validated
• Prevent superficial or premature closure by enforcing evidence‑based standards
• Mature the Problem Management practice to improve resiliency and reduce operational risk
• Lead and validate structured RCAs using methods such as 5 Whys, Fishbone, and fault tree analysis
• Challenge assumptions to ensure true root causes are identified
• Review technical feasibility and long‑term effectiveness of proposed permanent fixes
• Ensure solutions are measurable, durable, and monitored
• Partner with Incident Management, Change Management, Resiliency/Reliability Engineering, and Service Owners
• Coordinate permanent fixes through change control processes
• Work with vendors and external partners to ensure accountability and follow‑through
• Establish and maintain Problem Management governance and quality standards
• Track key metrics such as overdue problems, recurrence trends, SLA performance, and systemic risks
• Deliver clear, actionable insights and updates to leadership and executive stakeholders

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Career Level: Manager
• Education Level: No Education Listed