Reporting to the Director of Service Delivery, the Problem Manager is accountable for managing the lifecycle of all problems, contributing to enhancing availability of products and services and eliminating recurring incidents to ensure a world class customer experience. As a member of the Service Delivery team, the Problem Manager will manage the day-to-day operational problem management process to ensure root cause analysis is completed and documented in alignment with the problem management policies and procedures. This includes, but is not limited to, facilitating root cause meetings, documenting outcomes, assigning action items and measuring problem management performance against pre‑determined SLAs.

The Problem Manager role provides insight to the Business on the health of the Infrastructure and Application environments and is responsible for the effective oversight of root cause analysis related activities. The role will manage and maintain a con...