Purpose of the Job

Job Description

Stream A – Enterprise Problem Management Strategy & Governance

• Define and own the enterprise Problem Management framework, policies, standards, and operating procedures aligned with ITIL v4 and enterprise governance.
• Establish global RCA standards, quality assurance mechanisms, and governance forums.

Stream B – Systemic Risk & Reliability Governance

• Own systemic operational risk registers, known error databases, and reliability maturity dashboards.
• Partner with Enterprise Architecture, Security, Cloud, and Engineering to influence design standards, resilience patterns, and platform hardening initiatives.

Stream C – Corrective & Preventive Remediation Programs

• Drive cross-functional remediation programs requiring Engineering, Cloud, Security, Vendors, and Product teams.
• Track corrective and preventive actions, ensuring accountability, timelines, and measurable outcomes.

Stream D – Operational Analytics & Business Impact Translation

• Translate operational incidents and trends into quantified business impact (revenue risk, shipment disruption, customer experience impact, productivity loss).
• Provide cost-benefit analysis and investment justification for stability and resilience initiatives.

Stream E – People, Capability & Organizational Leadership

• Build and lead Problem Management analysts and reliability practitioners across regions.
• Define capability frameworks, skills matrices, and certification roadmaps for reliability and problem management roles.

Stream F – Vendor & Partner Governance

• Govern vendor RCA quality, corrective action commitments, and systemic remediation delivery.
• Ensure vendor operational responsibilities align with enterprise problem governance and escalation policies.

Stream G – Continuous Improvement & Maturity Uplift

• Define Problem Management KPIs, maturity models, and continuous improvement roadmaps.
• Drive automation, tooling integration, and analytics capabilities for proactive problem identification.

Customer:

• Ensure reliable and predictable IT services for logistics operations, digital commerce platforms, corporate productivity, and customer experience channels.
• Reduce business disruption, shipment delays, revenue leakage, and reputational risk due to IT outages.

Financial Result:

• Deliver measurable reduction in incident volumes, MTTR, operational rework, and unplanned outages.
• Improve cost efficiency through automation, standardized operations, and vendor optimization.

Job Requirements - Experience and Education

• 10+ years in ITSM Problem Management, Reliability Engineering, or Operations.
• Strong RCA methodologies (ITIL, Kepner-Tregoe, SRE, Six Sigma).
• Bachelor’s degree in IT or Engineering.

Certifications:

Mandatory:

• ITIL v4 Foundation (or must obtain within 6–12 months)

Preferred:

• ITIL v4 Managing Professional modules
• Kepner-Tregoe, Six Sigma, SRE certifications

Leadership Behaviors

Skills