Incident Problem Manager Jobs in Boston, MA (NOW HIRING)

Skills

Incident management, Itil, Servicenow, Problem management, Troubleshooting, Itsm, Root cause analysis, Incident response, Change management, Technical support

Top Skills Details

Incident management,Itil,Servicenow,Problem management,Troubleshooting,Itsm,Root cause analysis

Additional Skills & Qualifications

The Problem Management Engineer is responsible for leading and maturing the Problem Management function to prevent incident recurrence, reduce operational risk, and improve service resiliency. This role owns the quality and effectiveness of root cause analysis, ensures permanent fixes are validated, and drives continuous improvement across IT services in alignment with ITIL best practices.

to credibly engage engineering teams, challenge root cause conclusions, and ensure solutions are durable, evidence based, and measurable.

Problem Management Leadership

• Lead and oversee the end to end Problem Management lifecycle, including detection, logging, classification, investigation, resolution, validation, and closure

• Ensure problems are closed only when defined closure criteria are met, including validated resolution, preventive controls, and monitoring improvements

• Prevent premature or superficial closure of problems by enforcing quality and evidence standards

Root Cause Analysis & Technical Oversight

• Lead and validate structured Root Cause Analysis (RCA) using methodologies such as 5 Whys, Fishbone, and fault tree analysis

• Challenge assumptions and ensure true root causes are identified for major incidents and recurring issues

• Review and validate the technical feasibility and effectiveness of permanent fixes

Cross Functional Collaboration

• Partner closely with Incident Management, Change Management, Resiliency/Reliability Engineering, and Service Owners

• Coordinate permanent fixes through formal change processes

• Work with vendors and external partners to track dependencies and ensure accountability

Governance, Metrics & Reporting

• Establish and enforce Problem Management governance and quality standards

• Track and report on key metrics, including overdue problems, SLA compliance, recurrence trends, and systemic risks

• Provide clear, actionable updates and insights

This is a Contract position based out of Boston, MA.

The pay range for this position is $55.00 - $65.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully remote position.

This position is anticipated to close on Sep 10, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.