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Skyline Technology Solutions · 1 month ago

Problem Manager

Glen Burnie, MD, US

Full-time

Onsite

Senior Level

$130K/yr - $150K/yr

5+ years exp

Skyline Technology Solutions is seeking a Problem Manager to lead their IT Operations Problem Management function. This strategic role involves architecting and implementing problem management processes, leading investigations of major incidents, and driving continuous improvement across the organization.

ConsultingCyber SecurityInformation TechnologySecurityVideo

Culture & Values

Responsibilities

Architect and implement end-to-end problem management processes aligned with ITIL 4 best practices and integrated with existing ITSM workflows

Lead problem management from identification and logging through root cause analysis, resolution implementation, and closure

Personally lead investigations of major incidents, chronic issues, and high-impact problems requiring deep technical analysis

Lead blameless After Incident Reviews that extract maximum learning and drive actionable improvements

Apply structured methodologies (5 Whys, Fishbone, Kepner-Tregoe, Fault Tree Analysis) to identify true root causes versus symptoms

Own creation of Internal and Customer facing After Incident Summary reports within customer contractual Service Level Agreements (SLA)

Establish and maintain the known error database with comprehensive documentation of problems, workarounds, and permanent solutions

Work with teams to analyze incident trends, monitoring alerts, and system telemetry to identify emerging problems before they cause a major impact

Ensure problems are resolved with permanent fixes, not workarounds; verify effectiveness and prevent recurrence

Establish problem prioritization criteria, SLAs, escalation paths, and review boards

Understand and map complex interdependencies across Skyline's infrastructure, applications, data flows, and integration points spanning all divisions

Analyze system architectures, code, configurations, logs, and performance metrics

Leverage Linux knowledge to task teams investigate kernel issues, performance bottlenecks, resource contention, and system-level failures

Lead troubleshooting reviews of networking issues across enterprise wired/wireless networks and service provider connections; analyze routing, switching, firewall, and load balancing configurations

Identify single points of failure, cascading failure risks, and resilience gaps

Decompose systemic issues into discrete technical tasks and effectively assign work to specialized technical resources

Evaluate proposed fixes for completeness, sustainability, and potential unintended consequences

Participate in the Change Management process and assess how changes, upgrades, and architectural decisions affect system stability and problem recurrence

Develop comprehensive dashboards and reports showing problem trends, team performance, business impact, and ROI

Provide regular updates to leadership on problem management effectiveness, achievements, and strategic recommendations

Continuously improve problem management processes, tools, and procedures based on lessons learned and industry best practices

Mentor incident managers and technical teams on effective problem identification, escalation, and initial triage

Develop training materials, playbooks, and workshops to elevate organizational problem-solving capabilities

Qualification

ITIL 4Linux expertiseProblem managementDevOps practicesServiceNowAutomation scriptingNetwork troubleshootingInfrastructure designAnalytical skillsAttention to detail

Required

5+ years of hands-on experience in problem management or leadership role, with demonstrated success improving reliability

3+ years with DevOps practices, CI/CD pipelines, infrastructure as code (Terraform, Ansible), and configuration management

3+ years using tools like Splunk, LogicMonitor, Prometheus, Grafana, or similar platforms for diagnostics and problem identification

3+ years working with ServiceNow or similar ITSM platforms for problem, incident, and change management

3+ years of deep experience with Linux system architecture, kernel operations, performance tuning, and troubleshooting in enterprise production environments

Experience in designing and managing complex infrastructure environments, including servers, storage, virtualization, and cloud platforms (AWS, Azure, GCP)

Experience in enterprise networking and connectivity solutions, encompassing wired/wireless technologies, WAN architectures, and advanced protocols (MPLS, BGP, SD-WAN)

Experience in security and monitoring, with hands-on experience in network security technologies, physical security systems, and performance diagnostics

Adept at automation and scripting (Python, Bash, PowerShell) to streamline operations and support modern containerized and microservices-based architectures

Ability to analyze complex, ambiguous situations and extract meaningful patterns and insights

Ability to challenge assumptions, ask probing questions, and distinguish correlation from causation

Capability to understand and troubleshoot issues spanning multiple interconnected systems and technology domains

Strong attention to detail in documenting investigations, findings, and solutions for future reference