SRE – Problem Management

Job Title : SRE - Problem Management

Location : Scottsdale, AZ

Experience Required : 8+ Years

Role Overview

We are looking for an experienced SRE Professional specializing in Problem Management and Change Management within ITIL / ITSM-driven environments. The ideal candidate will lead end-to-end Problem Management activities, govern Change Management processes, and ensure operational stability through strong process adherence and continuous improvement.

Key Responsibilities

Problem Management

Lead and execute Problem Management processes across production environments.

Conduct root cause analysis (RCA), create corrective / preventive action plans, and ensure closure.

Review recurring incidents and drive long-term service stability.

Track problem tickets, monitor trends, and provide actionable insights.

Change Management

Manage and facilitate CAB (Change Advisory Board) meetings.

Review, validate, and approve change requests based on risk and business impact.

Maintain and update change schedules to avoid conflicts and reduce downtime.

Evaluate change records for accuracy, completeness, and compliance with ITIL controls.

Configuration & Process Governance

Oversee and update CMDB records to maintain configuration accuracy.

Ensure all changes adhere to ITIL / ITSM standards and organizational policies.

Train stakeholders on Change and Problem Management processes.

Identify gaps and drive continuous process improvements across SRE functions.

Stakeholder Management

Collaborate closely with infrastructure, operations, and application teams.

Communicate effectively with senior leaders and technical teams.

Provide regular performance and compliance reports.

Required Skills & Experience

6+ years of ITIL / ITSM experience , with strong knowledge of ITIL framework.

Proven experience in Problem Management & Change Management in enterprise environments.

Hands-on experience managing CAB reviews, change requests, impact assessments , and approvals.

Strong understanding of Change Advisory processes and governance.

Familiarity with CMDB updates , configuration tracking, and ITSM tools (ServiceNow preferred).

Excellent communication, documentation, and process-oriented thinking.

Ability to drive continuous improvement initiatives across operations.