Problem Management Lead

Job Description for the Problem Management Lead

Phenom Intro:

Our purpose is to help a billion people find the right work Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,500 employees. As an HR tech unicorn organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal

Key Responsibilities:

Problem Management Process Oversight

• Own and manage the Problem Management process in alignment with industry best practices.
• Develop, implement, and maintain problem management policies, procedures, and workflows.
• Ensure timely and accurate recording, classification, and prioritization of problems.
• Partner with Agile application teams to investigate recurring issues across sprints.
• Promote a culture of continuous improvement by embedding Problem Management into Agile delivery processes.

Root Cause Analysis and Resolution

• Conduct thorough investigations of major incidents to identify root causes.
• Collaborate with cross-functional teams to develop corrective and preventive actions.
• Track and manage the implementation of permanent solutions to prevent incident recurrence.

Proactive Problem Identification

• Analyze incident trends, historical data, and monitoring reports to identify potential problems.
• Drive proactive problem resolution by addressing potential service interruptions before they impact users.

Reporting and Metrics

• Generate regular problem management reports, including trends, root cause analysis outcomes, and process performance.
• Define and track Key Performance Indicators (KPIs) to measure the effectiveness of the Problem Management process.

Stakeholder Collaboration

• Work closely with Incident Management, Change Management, and other Service Management teams to ensure seamless integration of processes.
• Communicate effectively with stakeholders, providing updates on problem investigations and resolutions.

Continuous Improvement

• Identify and implement process improvements to enhance the efficiency and effectiveness of Problem Management.
• Educate and mentor teams on Problem Management practices and the importance of root cause analysis.

Qualifications:

Education and Experience

• Bachelors degree in Computer Science, Information Systems, or a related field (or equivalent experience).
• 5+ years of experience in Service Management, with at least 2 years in Problem Management or a related role.

Skills and Competencies

• Strong knowledge of ITIL frameworks; ITIL Foundation Certification required (Intermediate or Expert preferred).
• Experience with ITSM tools such as Jira Service Management, ServiceNow, or equivalent platforms.
• Proficiency in root cause analysis techniques (e.g., 5 Whys, Fishbone Diagram, Fault Tree Analysis).
• Solid understanding of modern enterprise technologies, including cloud platforms (AWS, Azure, or GCP), microservices, APIs, and CI/CD pipelines.
• Ability to quickly learn and navigate Phenom's internal architecture, tools, and technology stack in order to understand system behavior and collaborate effectively with engineering teams.
• Familiarity with observability and diagnostic tools (e.g., Splunk, Datadog, New Relic) to aid in proactive issue identification and investigation.
• Analytical mindset with strong data interpretation skills; comfortable working with Excel, SQL, or reporting tools to identify trends and drive insights.
• Excellent communication, facilitation, and interpersonal skills, with the ability to translate technical findings into business context.
  
  Demonstrated natural curiosity and a proactive desire to understand underlying causes and prevent recurrence.
• Ability to summarize complex problems clearly and concisely for both technical and non-technical audiences.
• Skilled in data-driven analysis, using data to identify trends, validate assumptions, and support corrective and preventive actions.
• Proven ability to influence without authority, working collaboratively across teams and with senior leaders to drive resolution and continuous improvement.

Preferred Experience

• Experience working in an Agile/DevOps environment.

Benefits

• We want you to be your best self and to pursue your passions
• Health and wellness benefits/programs to support holistic employee health
• Flexible hours and working schedules, as well as parental leave for new parents
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every location for all Phenoms

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.

We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere