Manager, Problem Management

Location: Westlake, Texas, United States

Company

hirify.global supports a complex, multi-product global IT environment focused on service stability and continuous improvement.

What you will do

• Lead, manage, coach, and develop a team of problem management analysts.
• Ensure problems are consistently identified, logged, prioritized, analyzed, and closed.
• Enforce root cause analysis standards and track corrective actions through completion.
• Hold engineering and product teams accountable for root cause identification and fix delivery.
• Analyze incident trends, produce accurate performance reporting, and use data to set priorities.
• Establish problem management standards, governance, and alignment with incident and change processes.

Requirements

• 5+ years of experience in IT operations, incident management, or problem management.
• Previous experience managing or supervising a team.
• Experience improving delivery performance and operational discipline.
• Strong understanding of incident and problem management processes, RCA quality, and corrective action tracking.
• Ability to interpret operational data and turn it into actionable insights.
• Strong people leadership, clear communication, organization, accountability, and comfort working in a fast-paced, high-pressure environment.

Culture & Benefits

• Full-time employment.
• Global, cross-functional collaboration with problem management, NOC, engineering, and product teams.
• Focus on ownership, accountability, delivery discipline, and measurable outcomes.
• Equal opportunity employment with compliance with applicable employment laws.