Senior Manager, Problem Management

Requisition Number: 80188

Position Title:

External Description:

Role Summary

The Senior Manager, Problem Management is the firm’s owner for technology problem management policy, standards, and governance. This is a strategic leadership role focused on frameworks, controls, and continuous improvement—not day-to-day ticket handling. You will oversee a managed services partner (MSP) that executes problem management operations, hold them accountable to SLAs/OLAs and policy compliance, and lead governance forums that institutionalize blameless postmortems, rigorous root cause analysis, and verified corrective and preventive actions. You will set and evolve the enterprise problem management roadmap, define and report KPIs, and partner closely with SRE, application development, infrastructure, risk/compliance, and incident/change leaders. Strong hands-on experience with ServiceNow and Atlassian Jira is essential to ensure high-quality records, data-driven insights, and seamless linkage to engineering backlogs.

This role is critical to ensure that incidents translate into durable fixes, preventing recurrence across trading, digital channels, data pipelines, and client servicing platforms.  This position offers an exciting opportunity to shape automation, governance, proactive problem identification, and blameless postmortems and root cause practices at scale.

Responsibilities

Policy, Governance, and Standards:

• Own and maintain the enterprise Problem Management policy, process, procedures, and controls; ensure alignment with ITIL practices and enterprise risk frameworks.
• Establish and chair governance forums, including Problem Review Boards and post-implementation review committees; ensure audit-readiness and evidence retention.
• Define and enforce quality standards for problem records, postmortems, root cause documentation, and action plans.

Vendor and Partner Oversight:

• Oversee a strategic partner responsible for day-to-day Problem Management; manage contractual obligations, SLAs/OLAs, KPIs, QBRs, and continuous service improvement plans.
• Ensure consistent process adoption, tooling usage, data quality, and knowledge sharing across the partner and internal teams.

Continuous Improvement and Postmortem Leadership:

• Institutionalize blameless postmortems; develop facilitation guidance, training, and coaching for teams across the firm.
• Drive proactive problem identification through trend analysis, incident correlation, and monitoring/observability insights.
• Ensure corrective and preventive actions are prioritized, resourced, tracked to completion, and validated for effectiveness.

Tooling and Data:

• Serve as process owner for ServiceNow Problem Management; partner with platform teams to optimize workflows, CMDB relationships, automation, and reporting (including Performance Analytics).
• Integrate Atlassian Jira for work tracking; ensure seamless linkage between problem records, epics/stories, and change implementations.
• Build and maintain dashboards and scorecards; provide actionable insights to executives and engineering leaders.

Stakeholder Engagement and Communication:

• Engage closely with SRE, application development, infrastructure, cybersecurity, and change/incident management teams to drive end-to-end problem resolution.
• Communicate clearly and credibly with senior leadership on risk, trends, and remediation progress; escalate systemic issues and funding needs.
• Provide training, playbooks, and communications to uplift problem management maturity across the enterprise.

Qualifications

Required

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience
• 10+ years in IT Service Management with 5+ years focused on Problem Management in large, complex, regulated environments
• 3+ years of people leadership and/or vendor management experience, including oversight of managed service partners with SLAs and outcome-based contracts.
• Deep knowledge of ITIL frameworks (ITIL 4 preferred) and practical application within SRE and DevOps cultures.
• Demonstrated expertise facilitating blameless postmortems and root cause analysis (e.g., 5 Whys, Fishbone, Kepner-Tregoe).
• Strong hands-on experience with ServiceNow (Problem Management, CMDB, Performance Analytics) and Atlassian Jira; experience integrating process and data across these platforms.
• Proven ability to define, manage, and improve KPIs and OKRs; advanced skills in building executive-ready dashboards and narratives.
• Excellent written and verbal communication skills; ability to influence at all levels and drive decisions in cross-functional settings.
• Solid understanding of incident, change, and release processes and their interlock with Problem Management.
• Experience working directly with SRE and application development teams, translating RCA outcomes into engineering backlogs and change implementations.

Preferred:

• Advanced degree or relevant certifications
• Financial services domain experience

FINRA Requirements

FINRA licenses are not required and will not be supported for this role.

Work Flexibility

This role is eligible for hybrid work, with up to three days per week from home.

City:

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Community / Marketing Title: Senior Manager, Problem Management

Company Profile:

Location_formattedLocationLong: Maryland, US

CountryEEOText_Description: Commitment to Diversity, Equity, and Inclusion: We strive for equity, equality, and opportunity for all associates. When we embrace the power of diversity and create an environment where people can bring their authentic and best selves to work, our firm is stronger, and we create greater value for our clients. Our commitment and inclusive programming aim to lift the experience for each associate and builds allies for our global associate community. We know that a sense of belonging is key not only to your success at the firm, but also to your ability to bring your best each day. Benefits: We invest in our people through a wide range of programs and benefits, including: • Competitive pay and bonuses as well as a generous retirement plan and employee stock purchase plan with matching contributions • Flexible and remote work opportunities • Health care benefits (medical, dental, vision) • Tuition assistance • Wellness programs (fitness reimbursement, Employee Assistance Program) Our policies may change as our working lives evolve. Yet, our commitment to supporting our associates’ well-being and addressing the needs of our clients, business, and communities is unwavering. T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, color, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.