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Itil Problem Manager Jobs in Texas (NOW HIRING)

AMS Technologies

Problem Manager

San Antonio, TX

Problem Manager AMS Technologies, LLC is seeking a Problem Manager to support the U.S. Air Force ... ITIL 4 Foundation, ITIL 4 Managing Professional, or another recognized IT Service Management ...

AMS Technologies

Problem Manager

San Antonio, TX · On-site

Problem Manager AMS Technologies, LLC is seeking a Problem Manager to support the U.S. Air Force ... ITIL 4 Foundation, ITIL 4 Managing Professional, or another recognized IT Service Management ...

Medclinicx

IT Service Manager

Austin, TX · On-site

$90 - $150/hr

Contribute to healthcare operational excellence Technical Core ITIL Service Management Incident, Problem & Change ITSM Tools (ServiceNow/Jira) SLA Tracking & Reporting Cloud & Telemetry Basics ITIL ...

HCL Global Systems Inc

Support Analyst

Irving, TX · On-site

... • Problem management / Desing and development of automation related use cases • Write and ... understanding of ITIL and ITSM processes (including Incident and Change Management). • ...

Beth Page tech

ServiceNow Developer

Houston, TX · On-site

$51.50 - $71/hr

Strong understanding of ITIL and service management processes. Excellent problem-solving, analytical, and communication skills. ServiceNow Certified Application Developer or similar certification is ...

Deloitte

Manager

Dallas, TX · On-site

$109K - $148K/yr

Apply ITIL processes across incident, service request, change, and problem management. * Maintain and ensure compliance with technical documentation, including runbooks, operating instructions ...

Deloitte

Manager

Dallas, TX · On-site

$109K - $148K/yr

Apply ITIL processes across incident, service request, change, and problem management. * Maintain and ensure compliance with technical documentation, including runbooks, operating instructions ...

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Itil Problem Manager information

What is an ITIL Problem Manager?

An ITIL Problem Manager is a professional responsible for identifying and managing the root causes of incidents within an IT service environment. Their main goal is to minimize the adverse impact of recurring issues by preventing problems and resulting incidents from happening. They analyze incident trends, coordinate with technical teams to investigate root causes, and implement permanent solutions. The role ensures continuous improvement of IT services by maintaining problem records, facilitating problem reviews, and driving proactive problem management.

What are the key skills and qualifications needed to thrive as an ITIL Problem Manager?

To thrive as an ITIL Problem Manager, you need a deep understanding of ITIL frameworks, strong analytical skills, and experience in IT service management, often backed by an ITIL certification. Familiarity with ITSM tools like ServiceNow or BMC Remedy and root cause analysis methodologies is typically required. Exceptional communication, stakeholder management, and critical thinking skills help in effectively resolving issues and driving process improvements. These competencies are crucial for minimizing service disruptions, enhancing IT efficiency, and supporting organizational goals.

How does an ITIL Problem Manager typically collaborate with other IT teams to resolve recurring incidents?

An ITIL Problem Manager works closely with incident management, service desk, and technical support teams to analyze incident trends and identify underlying causes of recurring issues. They often facilitate problem review meetings, coordinate root cause analysis, and ensure that permanent solutions are implemented across departments. Effective collaboration involves clear communication, documentation, and follow-up to verify that corrective actions prevent future incidents. This cross-functional teamwork is essential for maintaining service quality and minimizing disruptions.

What is the difference between Itil Problem Manager vs Itil Incident Manager?

AspectItil Problem ManagerItil Incident Manager
Primary FocusIdentifying and resolving root causes of problemsRestoring services quickly after incidents
ResponsibilitiesProblem analysis, root cause analysis, proactive problem managementIncident logging, escalation, resolution, communication
CertificationsITIL Foundation, Problem Management certificationsITIL Foundation, Incident Management certifications
Work EnvironmentIT service management teams, technical supportHelp desks, support centers, operational teams

The Itil Problem Manager focuses on identifying and resolving underlying issues to prevent future incidents, while the Itil Incident Manager aims to restore normal service operation as quickly as possible. Both roles require ITIL certifications and work within IT service management environments, but their core objectives differ significantly.

What cities in Texas are hiring for Itil Problem Manager jobs?

Cities in Texas with the most Itil Problem Manager job openings:

Itil Problem Manager jobs near you
Infographic showing various Itil Problem Manager job openings in Texas as of August 2026, with employment types broken down into 86% Full Time, 11% Part Time, 2% Contract, and 1% Nights. Highlights an 79% Physical, 3% Hybrid, and 18% Remote job distribution.

Problem Manager

AMS Technologies

San Antonio, TX

Full-time

Re-posted 19 days ago

Job description

Problem Manager
Job Description
AMS Technologies, LLC is seeking a Problem Manager to support the U.S. Air Force Defensive Cyber Systems Program Management Office at Joint Base San Antonio. This position will support the network services and infrastructure team by leading the Problem Management process for next-generation cyber defense mission systems that enable critical Air Force cyber operations.
The Problem Manager will play an important role in improving the reliability, availability, and performance of mission-critical cyber defense systems. This role is focused on identifying recurring issues, analyzing trends, determining root causes, and coordinating long-term corrective actions that reduce operational disruptions.
The ideal candidate is a strong communicator and problem solver who can work across operations, engineering, cybersecurity, configuration management, vendors, and government stakeholders. This position is not focused on day-to-day incident response, but rather on identifying systemic issues, driving permanent fixes, and supporting continuous service improvement across the mission environment.
On-Site Requirement: This position requires on-site support at Joint Base San Antonio.
Primary Responsibilities
The Problem Manager will be responsible for leading and supporting the full Problem Management lifecycle for mission-critical cyber defense systems. Responsibilities include:
  • Lead the Problem Management process in accordance with established operational procedures and IT Service Management best practices.
  • Review recurring incidents, system degradations, and operational trends to identify underlying root causes impacting mission system performance.
  • Coordinate Root Cause Analysis activities with engineering teams, system administrators, software developers, cybersecurity personnel, and external vendors.
  • Develop, document, and maintain Problem Records, Known Error Records, and corrective action plans within the enterprise service management platform, such as ServiceNow.
  • Track corrective and preventive actions to ensure recurring issues are permanently resolved.
  • Facilitate Problem Review Boards and technical working groups to prioritize and resolve systemic issues.
  • Analyze incident trends, operational metrics, and system performance data to identify opportunities for improved reliability and service delivery.
  • Coordinate with Change Management and Configuration Management teams to ensure corrective actions are implemented through approved governance processes.
  • Develop and maintain dashboards, trend reports, and leadership briefings to communicate problem status, operational risks, and service health.
  • Identify operational risks related to recurring system failures and recommend mitigation strategies to improve mission readiness.
  • Support the development and refinement of operational procedures, knowledge articles, and lessons learned documentation.
  • Provide regular updates, recommendations, and status briefings to program leadership and government stakeholders.
Clearance and Certification Requirements
  • Current active Secret clearance with the ability to obtain a TS/SCI clearance.
  • Must meet the applicable DoD 8140 Intermediate Work Role 802 – IT Project Manager certification requirements in accordance with the DoD 8140 Qualification Matrix.
  • ITIL 4 Foundation, ITIL 4 Managing Professional, or another recognized IT Service Management certification is preferred or may be required based on program needs.
Basic Qualifications
  • Must be a U.S. Citizen.
  • Bachelor’s degree in Information Technology, Cybersecurity, Computer Science, Engineering, or a related field with at least 5 years of relevant experience. An equivalent combination of education, training, and experience may be considered.
  • Experience supporting Problem Management, Incident Management, or Service Management processes in an enterprise IT environment.
  • Experience conducting Root Cause Analysis using structured methods to identify and resolve recurring or systemic issues.
  • Ability to analyze operational metrics, incident trends, and system performance data to identify service improvement opportunities.
  • Experience using enterprise IT Service Management platforms, such as ServiceNow, to manage Problem Records, Known Errors, corrective actions, and reporting.
  • Ability to coordinate across technical teams, including infrastructure, networking, cybersecurity, systems administration, and software engineering.
  • Working knowledge of enterprise infrastructure, mission systems, networking, and cybersecurity operations.
  • Experience coordinating corrective actions through Configuration Management and Change Management processes.
  • Strong analytical, organizational, written, and verbal communication skills.
  • Ability to communicate technical findings clearly to program leadership and government stakeholders.
  • Ability to manage multiple priorities in a fast-paced, mission-critical operational environment.
Preferred Qualifications
  • Experience supporting Air Force or Department of Defense cyber defense programs.
  • Experience leading enterprise Problem Management or Continual Service Improvement initiatives.
  • Experience supporting 24x7 Network Operations Centers, Security Operations Centers, or mission support organizations.
  • Familiarity with cyber defense architectures, mission systems, and centralized monitoring platforms.
  • Experience using ServiceNow Performance Analytics, dashboards, and reporting capabilities.
  • Knowledge of Configuration Management Database concepts and Configuration Management practices.
  • Experience developing Key Performance Indicators, Service Level Agreements, and operational performance metrics.
About AMS Technologies
AMS Technologies, LLC is a small business supporting federal and Department of Defense customers with cybersecurity, engineering, software development, systems integration, and mission support services. We take pride in providing high-quality technical talent, responsive program support, and mission-focused solutions that help our customers succeed.
At AMS, we value professionalism, accountability, teamwork, and clear communication. We are looking for candidates who take ownership of their work, care about the mission, and are comfortable working in a dynamic environment where reliability and trust matter.