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.