Problem Manager

Job Title: Production / Technical Support II - Problem Manager

Location: Jersey City, NJ

Duration: Contract - 12 months

Pay Range: $40.82/hr (W2)

Job ID: 373395

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Problem Manager to join our dynamic team. The ideal candidate will have strong experience in ITIL-aligned Problem Management, cross-functional incident and change practices, and data-driven root cause analysis and a proven ability to reduce repeat incidents, improve service stability, and drive permanent corrective actions.

Responsibilities:

• Own the end-to-end Problem Management lifecycle in alignment with ITIL standards.
• Lead major problem investigations and deliver timely, documented root cause identification and permanent fixes.
• Establish and maintain problem categorization, prioritization, and severity frameworks with traceability to incidents and known errors.
• Facilitate RCAs using structured methods such as 5 Whys and Fishbone diagrams.
• Partner with Engineering, Application, Infrastructure, and Business teams to define and implement permanent remediation.
• Track remediation actions to closure, ensuring accountability, timelines, and risk mitigation.
• Identify, document, and manage interim workarounds and Known Error records.
• Analyze incident, alert, and trend data to proactively identify emerging risks and reduce operational noise.
• Drive improvements to monitoring, automation, controls, and platform resilience.
• Provide concise executive-level summaries on themes, risk exposure, and remediation progress.
• Participate in governance forums, service reviews, and risk discussions.
• Continuously improve Problem Management processes, metrics, reporting, and documentation.
• Ensure integration with Incident, Change, Release, and Risk Management practices.

Required Skills & Qualifications:

• ITIL-aligned Problem, Incident, and Change Management expertise.
• 3-5 years leading enterprise Problem Management and structured RCAs.
• Proficiency with RCA methods such as 5 Whys and Fishbone to validate true underlying causes.
• Strong analytical and problem-solving skills with a strategic mindset and pattern recognition.
• Experience delivering cross-functional solutions and thematic analysis to minimize risk.
• Working knowledge of Splunk and other research and analysis tools.
• Experience with BMC Remedy and ServiceNow, plus Microsoft Office Suite.
• Excellent written and verbal communication, able to translate complex issues for diverse stakeholders.
• Ability to work independently and within a team, with commitment to documentation and SLA adherence.

Preferred Skills:

• Familiarity with automation, self-healing, and proactive monitoring systems.
• Experience with release and deployment practices and operational readiness.
• Customer-centric mindset with strong facilitation and leadership skills.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

• Competitive compensation and benefits.
• Opportunities for growth with global clients.
• A supportive, inclusive culture that values innovation and people.
• Exposure to cutting-edge technologies and projects.

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Interested? Apply Now!

If this sounds like the right opportunity for you, please apply with your most recent resume.