ITIL Problem Manager (LATAM) – Technology Infrastructure

Job description

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 At TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact. What’s In It For You? Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle. Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses. Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program. Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities. Make the Most of our Global Organization : Network with other new co-workers within your first 30 days through our onboarding program. Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives. Don’t meet every single requirement? Apply anyway. At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!