Manager, Problem Management
Core
Lead the Problem Management team to drive post-incident processes, root cause analysis, and continuous service improvement for HealthEdge's client-facing platform.
Role type
Manager, Problem Management (ITSM/Reliability Engineering)
Builds
Operational stability, reduced repeat incidents, and verified corrective actions for SaaS platforms
Domain
Health Insurance Technology / IT Service Management (ITSM)
Required skills
People management, ITSM/Problem Management lifecycle, Root Cause Analysis (RCA), Stakeholder engagement, Strategic framework design, Data analytics oversight, KPI definition, Hiring and performance reviews
Preferred skills
ITIL v3 or v4 certification, SRE fundamentals, AI/Operational Intelligence integration
Technologies
ITSM tools, Data analytics platforms, AI/ML tools for operational intelligence
Responsibilities
Manage and develop the Problem Management team; Own executive accountability for post-incident lifecycle of Severity 1/2 events; Drive adoption of Problem Management framework across business units; Present operational health narratives to VP-level leadership; Define and track KPIs like repeat incident rate and MTTKE.
Seniority
Manager, hands-on leadership
