Problem Manager - Lead Specialist Account Services

You want more out of a career. A place to share your ideas freely - even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love - driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

What you'll be doing...

We are seeking a Problem Manager to join our team. This role is crucial for minimizing the negative impact of incidents on business operations by identifying the root cause of issues and preventing their recurrence. The ideal candidate is a proactive problem-solver with strong leadership skills and a commitment to continuous improvement.

Responsibilities will include:

Lead root cause analysis:

• Coordinate with various teams to find the underlying cause of recurring incidents.

• Document findings and ensure permanent solutions are implemented to prevent future issues.

Manage the problem lifecycle:

• Oversee problem tickets from initial identification to final resolution.

• Prioritize problems, monitor progress, and provide updates to all stakeholders.

Facilitate post-incident reviews:

• Analyze incident data to identify trends and areas for improvement.

• Present findings to management and drive the implementation of preventative actions.

Collaborate across teams:

• Work closely with incident, change, and development teams to ensure a unified approach to IT service management.

• Act as the central point of contact for all problem-related activities.

Improve processes:

• Identify opportunities to enhance the efficiency and effectiveness of problem management.

• Develop and implement new policies and procedures.

What we're looking for...

You'll need to have:

• Bachelor's degree or four or more years of work experience.

• Three or more years of relevant experience required, demonstrated through work experience and/or military experience.

• Strong technical background with a deep understanding of IT infrastructure and operations

Even better if you have one or more of the following:

• A degree

• Certifications such as ITIL Foundations or Practitioner

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.