Technology Major Problem Manager - Senior Systems Operations Engineer

• Lead or participate in managing all installed systems and infrastructure within the Systems Operations functional area
• Contribute in increasing system efficiencies and lowering the human intervention time on related tasks
• Review and analyze moderately complex operational support systems, application software, and system management tools to ensure the highest levels of systems and infrastructure availability
• Work with vendors and other technical personnel for problem resolution
• Lead team to meet technical deliverables while leveraging solid understanding of technical process controls or standards
• Collaborate with vendors and other technical personnel to resolve technical issues and achieve highest levels of systems and infrastructure availability
• Own and manage Major Problem records originating from Priority 1, Priority 2, and approved Priority 3 Major Incidents
• Validate Major Problem intake criteria, scope, severity, and classification in alignment with TMIPM standards
• Lead and facilitate deep‑dive Root Cause Analysis (RCA) sessions involving multiple platforms and technology teams
• Ensure accurate documentation of root cause, contributing factors, configuration items (CIs), and business impact within the ITSM tool
• Drive creation, prioritization, and execution of Problem Tasks (PTasks) aligned to reliability, restorability, and resiliency objectives
• Partner with TMIM to ensure effective transition from incident resolution to problem investigation and closure
• Ensure corrective and preventive actions are tracked, completed, and validated prior to Problem closure
• Support preparation and review of Major Problem Review artifacts, executive summaries, and regulator‑ready documentation when required
• Analyze Major Problem trends to identify systemic issues and recommend preventative improvements
• Communicate Problem status, risk posture, and remediation progress to senior technology and business leadership

4+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Bachelors degree in Technology or Science
• Strong years of experience in technology operations, production support, or service management
• Strong experience in Problem Management and Root Cause Analysis facilitation
• Demonstrated experience working with Major Incident / Command Center organizations
• Strong Verbal and Written skills and expert in handling executive communications
• Proficiency with ITSM platforms (e.g., ServiceNow) for Incident, Problem, and Change Management
• Strong stakeholder management and executive communication skills
• ITIL Foundation or higher certification
• Experience supporting large scale, 24x7 enterprise environments
• Experience managing customer impacting or regulatory sensitive technology events
• Familiarity with Technology Risk, Control, and Audit requirements
• Hands-On Working experience in core technologies like server, storage, Network, Database or application architecture and development