Job Information
CTG Technology Operations & Problem Management Lead in Remote, United States
CTG is seeking to fill a Technology Operations & Problem Management Lead position for our client.
Location: Remote
Duration: 12 months
Duties:
Lead end-to-end technology operations and enterprise Problem Management processes to ensure service stability, availability, and continuous improvement.
Drive Root Cause Analysis (RCA) initiatives, including facilitation of post-incident reviews, documentation of findings, and implementation of corrective and preventive actions.
Establish and mature Problem Management governance aligned with ITIL best practices.
Analyze incident trends, recurring issues, and systemic risks; develop strategic remediation roadmaps.
Partner with infrastructure, cloud, application support, and development teams to resolve high-impact and cross-functional issues.
Oversee service management tooling (e.g., Jira Service Management) to ensure accurate tracking, reporting, and workflow optimization.
Produce executive-level dashboards and operational reports detailing KPIs, SLAs, MTTR, and trend analysis.
Collaborate with stakeholders to prioritize operational improvements and align remediation efforts with business objectives.
Ensure comprehensive documentation of problem records, known errors, and knowledge base articles.
Support operational readiness, change enablement, and service transition activities.
Skills:
Strong expertise in Root Cause Analysis methodologies (e.g., 5 Whys, Fishbone/Ishikawa, Fault Tree Analysis).
Deep understanding of ITIL framework, Problem Management lifecycle, and service operations governance.
Knowledge of enterprise infrastructure, cloud platforms, and application support environments.
Proficiency with technology service management tools (e.g., Jira Service Management).
Advanced analytical, reporting, and documentation capabilities.
Excellent communication skills with the ability to engage technical teams and executive stakeholders.
Strong stakeholder management and cross-functional leadership capabilities.
Experience:
10+ years of experience in technology operations, IT service management, or enterprise support environments.
3+ years of hands-on experience in RCA methodologies, reporting, and formal Problem Management processes.
Experience managing operational governance in complex, multi-vendor environments.
Demonstrated experience leading cross-functional teams to deliver service improvements and operational stability initiatives.
Experience managing project plans, budgets, schedules, and resource allocation across internal teams, clients, and third-party vendors.
Proven ability to deliver projects within defined scope, cost, and timeline while meeting business and contractual requirements.
Experience using project management methodologies and tools to establish communication plans and provide regular stakeholder updates.
Education:
- Bachelor’s degree in Computer Science, Information Technology, or related field required.
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.
CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.
To Apply:
To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Rebecca Olan at Rebecca.Olan@ctg.com . Kindly forward this to any other interested parties. Thank you!
The expected base salary for this position ranges from $50.00 to $53.00/hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.
About CTG
CTG, a Cegeka company, is at the forefront of digital transformation, providing IT and business solutions that accelerate project momentum and deliver desired value. Over nearly 60 years, we have earned a reputation as a faster and more reliable, results-driven partner. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG leverages the expertise of over 9,000 team members in 19 countries to provide innovative solutions. Together, we operate across the Americas, Europe, and India, working in close cooperation with over 3,000 clients in many of today's highest-growth industries. For more information, visit www.ctg.com .
Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people define our culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people.
CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.