Problem Management Jobs (NOW HIRING)

JOB TITLE:

Principal, IT Operations Analytics and Problem Management

SALARY RANGE:

$142,250 - $167,902

DEPT/DIV:                          

Information Technology

SUPERVISOR:                    

Senior Director, Portfolio/Project Management, I&OE

LOCATION:

2 Broadway, New York, NY 10004

HOURS OF WORK:           

9:00 am - 5:30 pm (7.5 hours/day) or as required

This position is eligible for teleworking, which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.

Opening:

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

Summary:

The Principal of IT Operations Analytics & Problem Management serves as a senior technical contributor responsible for coordinating enterprise Problem Management and IT Operations analytics through advanced data analysis, reporting, and process optimization. This role ensures IT service issues are quickly and efficiently identified and diagnosed, tracking underlying root causes, and ensure preventive and corrective actions are coordinated across IT teams, with progress, risk, and resolution status actively monitored and communicated. This role leverages tools such as Power BI, Excel VBA, ServiceNow reporting, and CMDB data to provide data-driven insights and recommendations to improve service reliability, operational resilience, and business satisfaction. The Principal plays a critical role in developing and maintaining actionable BI dashboards—including Availability, SOGR, Disaster Recovery, Cyber, Finance, and Talent—that reduce downtime, enhance service availability, and strengthen overall IT performance across the MTA.

Responsibilities:

• Design, develop, and maintain business intelligence products such as Power BI solutions using formula languages such as DAX, Power Query (M), as well as programming languages such as SQL, VBA, and Python to build semantic models, dashboards, and advanced calculations that ensure accuracy, scalability, performance, and governance.
• Design and develop end-to-end analytics capabilities by creating and optimizing data models, ETL pipelines, and integrations using programming languages such as SQL, VBA, Python, and Azure-based data services, ensuring scalable Power BI backend architecture and enterprise analytics across multiple IT domains (Availability, SOGR, Disaster Recovery, Cybersecurity, Finance, Talent).
• Design and develop visually effective Power BI dashboards applying UI/UX design best practices, including layout design, interaction patterns, accessibility considerations, advanced visuals, paginated reports, Power BI Q&A, and governed refresh and distribution strategies.
• Optimize complex semantic models and DAX measures across multi-source datasets while maintaining performance, accuracy, and reusability.
• Design and automate advanced Excel-based analytics solutions using macros, Power Query, Power Pivot, PivotTables with calculated fields and measures, and advanced formulas to support data analysis, reconciliation, and reporting.
• Creates CMDB queries and builds ServiceNow reports to ensure accurate configuration data and actionable insights.
• Utilize AI-driven tools (e.g., Microsoft Copilot) to accelerate development, automate repetitive tasks, optimize performance, and enable natural-language analytics for actionable insights.
• Collaborates with multiple IT domains (Availability, SOGR, Disaster Recovery, Cybersecurity, Finance, Talent), along with IT & business leaders, to align Power BI solutions with enterprise architecture.
• Leverage Microsoft documentation, Azure architecture guidance, and internal engineering standards to resolve complex technical challenges.
• Leads Problem Management, defining and governing ITIL-aligned processes, standards, and performance metrics, ensuring adherence to best practices by tracking and reporting on root cause analysis activities performed by the responsible technical teams.
• Coordinates root cause analysis by collaborating with technical teams, combining event correlation, CMDB relationships, performance monitoring, and availability data.
• Defines, evaluates, and continuously improves Problem Management processes, standards, and procedures. Governs the lifecycle of problem records, reporting standards, and supporting documentation, ensuring alignment with ITIL best practices and enterprise data governance requirements.
• Identifies patterns and trends in incident and problem data to proactively prevent service disruptions.
• Partners with technical teams to ensure workarounds and known errors are documented and communicated across IT and business stakeholders.
• Conducts regular problem review meetings with stakeholders to prioritize, track, and resolve high-impact issues.
• Extract, transform, and analyze data from ServiceNow (Problem, Incident, Change, CMDB modules) using SQL-based queries and analytical techniques to identify recurring issues and recommend system or process improvements.
• Develop, maintain, and enhance Power BI dashboards and Excel VBA automation solutions to monitor, analyze, and visualize problem trends and operational performance metrics.
• Reviews and analyzes ServiceNow reports and CMDB health metrics to assess accuracy and completeness of configuration data, tracking and following up with relevant teams to address gaps.
• Defines, monitors, and reports on key performance indicators such as Mean Time to Repair (MTTR), ticket resolution rates, and problem recurrence rates, presenting findings to leadership and stakeholders
• Collaborates with incident, change, configuration, and availability management teams to ensure seamless data integration and cross-process reporting.
• Collaborates with cross-functional IT group to gather metrics for reporting, such as Availability, State of Good Repair (SOGR), Disaster Recovery (DR) readiness, Cyber posture, Financial & Talent risks, etc.
• Ensures seamless integration of the Problem Management process with Incident, Change, Configuration, Availability, and Event Management to support end-to-end IT Service Management practices.
• Establishes prioritization policies for problem tickets, assigns ownership, and coordinates cross-team resources to ensure timely root cause analysis, documentation of known errors, and effective closure.
• Serves as a subject matter expert (SME) in root cause analysis methodologies, issue resolution techniques, and industry best practices to guide resolver groups and business stakeholders.
• Produces and publishes detailed Root Cause Analysis (RCA) reports for major incidents, including problem summary, event timeline, confirmed root cause, corrective actions, and follow-up tracking.
• Provides IT leadership with risk and impact assessments of outstanding problems, resources required for resolution, and progress against service-level objectives.
• Champions the value of Problem Management by driving continual service improvement, reducing downtime, and promoting knowledge sharing through the documentation of workarounds and known errors.
• Observes troubleshooting activities when necessary, gathers supporting data, and ensures corrective actions and long-term solutions are implemented and verified for effectiveness.
• Drives continuous process improvement by recommending changes based on quantitative analysis and historical data insights.
• Provides support on agenda and materials development for division meetings and events
• Mentor junior analysts on data analysis techniques, Power BI development, Excel automation, and Problem Management best practices.
• Performs other duties as assigned
• Complies with all policies and standards
• May be required to work hours outside regular work hours, as applicable
• Observes the work performed by contractors, as applicable
• Reviews invoices and approves them if the work meets contractual standards, as applicable
• Addresses performance issues with the contractor when possible, as applicable
• Escalates issues to other parties when needed, as applicable

Required Qualifications:

• Bachelor’s Degree in Arts/Sciences (BA/BS), preferably in Computer Science, Engineering, or Information Services. An equivalent combination of education and experience may be considered in lieu of a degree.
• Minimum of 10 years of experience with at least 4 years in a senior-level data analysis capacity with reporting responsibilities, cross-functional technical team oversight, and coordination of root cause analysis efforts, and at least 2 years of demonstrated progressive experience in managing problem analysis.
• Requires at least two certifications in the current platform/domain/technical skill. Certifications may include, but are not limited to:
  • AVIXA Certified Technology Specialist (CTS)
  • AWS Certified Advanced Networking - Specialty
  • AWS Certified DevOps Engineer
  • AWS Certified Solution Architect - Associate & Professional
  • Azure Administrator Associate
  • Cisco Certified Network Associate (CCNA)
  • Cisco Certified Network Associate (CCNP) Collaboration
  • Cisco Certified Network Professional Data Center (CCNP)
  • Cisco Certified Network Professional Enterprise (CCNP Enterprise)
  • CompTIA Cloud+
  • CompTIA IT Project+
  • CompTIA Network +
  • Certified ScrumMaster (CSM)
  • CompTIA Server+
  • Google Certified Professional Cloud Architect
  • HPE Master ASE - Storage Solution Architect
  • IBM Certified Cloud Solution Architect
  • IBM Certified Solution Developer – WebSphere MQ v7.0
  • IBM Certified System Administrator
  • Microsoft Azure Administrator
  • Microsoft Certified: Azure Administrator Associate
  • Microsoft Certified: Azure Developer Associate