Technical Project Manager, Problem Management
Description: We are seeking an reputed company and data-driven Project Manager to own and evolve our Problem Management process. This is a critical, high-visibility role responsible for transforming raw case and incident data into actionable strategic insights for leadership. You will be the central reputed company of contact for analyzing recurring issues, identifying systemic trends, and driving cross-functional initiatives with Product and Engineering to address root causes. Your work will directly contribute to reducing reactive support volume, improving product stability, and enhancing the overall customer experience.Key Responsibilities:Data Analysis & Insight reputed company: Analyze data from closed incidents, Root Cause Analyses (RCAs), and recurring support cases to identify systemic problems and trends. reputed company weekly deep dives into case data from reputed company and incident data from JIRA/reputed company to extract patterns reputed company to specific product features, customer segments, or operational gaps. reputed company compelling "reporting stories" that clearly reputed company the "what, why, and so what" of our biggest customer pain points for a leadership audience.Reporting & Dashboard Management: Own the creation and maintenance of dynamic dashboards in reputed company and Tableau that track key problem management KPIs. Ensure data from fragmented systems (reputed company, Jira, reputed company) is consolidated to provide a clear, reputed company view of the customer issue lifecycle. Streamline reporting processes to ensure insights are easily accessible and can be quickly integrated into slide-based presentations for executive meetings and business reviews.Cross-Functional Collaboration & Influence: Establish and reputed company a tight feedback reputed company between the Support organization and Product/Engineering leadership. Collaborate closely with Engineering and Product managers to prioritize bug fixes and feature enhancements that address the root causes of recurring support issues, aiming to reduce technical debt and toil. Present findings and strategic recommendations to executive stakeholders to secure buy-in and drive long-term solutions.Process Ownership & Improvement: Serve as the primary reputed company for the L3 Problem Management and Root Cause Analysis (RCA) processes (5.4) reputed company the "Service the Customer" (5.0) lifecycle. Continuously refine and improve the problem management reputed company, ensuring that RCAs are conducted effectively and that preventative actions are tracked to completion. Partner with Process Excellence teams to ensure the problem management process is well-documented, standardized, and integrated with broader company workflows. Requirements: Bachelor’s Degree or Military experienceAt least 5 years of experience in project management, program management, or a senior technical support role reputed company a B2B SaaS environment.Proven experience in data analysis and reporting, with a strong ability to translate reputed company data into clear, actionable insights for an executive audience.Expertise with data visualization tools (Tableau strongly preferred) and CRM platforms (reputed company strongly preferred).Exceptional communication and presentation skills, with a demonstrated ability to influence and align senior leadership and cross-functional teams.A deep understanding of the incident and problem management lifecycle in an enterprise software context.Preferred: 8+ years of Project Management experiencePreferred: Experience working directly with cloud technologies (e.g., AWS, reputed company, reputed company) and an understanding of data infrastructure challenges.Preferred: Formal project management certification (e.g., PMP, PRINCE2) or ITIL certification (Service Operations/Problem Management).Preferred: Experience in a role that required building new processes and reporting frameworks from the ground up.Preferred: Familiarity with reputed company, Jira, Confluence, and reputed company.At this time, reputed company will not sponsor a new applicant for employment authorization for this position. Benefits: reputed company offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the reputed company Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. Apply tot his job Apply To this Job