Job Summary

TD SYNNEX is seeking an experienced ITIL Problem Manager to lead Problem Management activities across the Americas region, driving service stability, operational excellence, and continuous improvement initiatives.

This role is responsible for identifying recurring issues, conducting root cause analysis, driving remediation plans, managing major incidents when required, and partnering with technical teams to prevent service disruptions. The ideal candidate combines strong ITIL expertise, enterprise infrastructure knowledge, analytical skills, and the ability to communicate complex technical topics to both technical and executive audiences.

Reporting directly to the regional leadership team, this position plays a critical role in improving service reliability and ensuring accountability across infrastructure, applications, and support organizations.

Key Responsibilities

ITIL Problem Management

• Own the end-to-end Problem Management process across the Americas region.
• Identify recurring incidents and service disruptions through proactive trend analysis.
• Lead Root Cause Analysis (RCA) activities and facilitate problem review meetings.
• Drive corrective and preventive actions to eliminate recurring issues.
• Ensure problem records, actions, and remediation plans are accurately tracked and completed.
• Measure and report on Problem Management KPIs and service improvement initiatives.

Major Incident Management Support

• Lead and coordinate Major Incident response activities when required.
• Facilitate technical bridges and stakeholder communications during critical incidents.
• Ensure timely resolution and escalation of high-priority service disruptions.
• Conduct post-incident reviews and document lessons learned.

Service Improvement & Analytics

• Analyze incident and request data to identify service trends and systemic issues.
• Develop operational and executive-level reporting using Power BI and ITSM tools.
• Present findings, risks, and recommendations to leadership teams.
• Drive Continual Service Improvement (CSI) initiatives aligned with ITIL best practices.

Cross-Functional Collaboration

• Partner with Infrastructure, Network, Security, Application, Service Desk, and Operations teams.
• Track accountability and follow-up actions across multiple technical groups.
• Support governance activities and ensure adherence to Problem Management standards.

Required Qualifications

Experience

• 5+ years of experience in:

  • ITIL Problem Management
  • Major Incident Management
  • IT Service Management (ITSM)
  • IT Operations
  • Infrastructure Support

• Demonstrated experience leading Root Cause Analysis investigations.

• Experience managing enterprise-wide incidents and service improvement programs.

• Experience operating within large global or multinational environments.

Technical Knowledge

Strong understanding of:

• ITIL Framework
• Problem Management
• Incident Management
• Major Incident Management
• Root Cause Analysis (RCA)
• Change Management processes
• Enterprise Infrastructure environments
  • Networks
  • Firewalls
  • Databases
  • Application Servers
  • Cloud Services

Experience with:

• EasyVista or similar ITSM platforms
• SharePoint
• Power BI
• Service reporting and analytics
• KPI and trend analysis