Remote Problem Manager

We are seeking a sharp, analytical, and process-oriented Problem Manager to join our Reliability Engineering & Operations (REO) team. In this individual contributor role, you will own the problem management lifecycle end-to-end — driving structured post-incident analysis, identifying root causes, and ensuring corrective actions and defects are tracked to resolution. This is a low-volume, high-quality output role: success is not measured by ticket throughput, but by the depth of your analysis, the rigor of your documentation, and the lasting impact of the improvements you drive. You will work closely with the Incident Management, Change Management, and Engineering teams to close the loop between service disruptions and systemic fixes.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• 3–5 years of experience in IT problem management, incident management, or a related ITSM or SRE role
• Demonstrated experience conducting structured root cause analysis and producing high-quality RCA documentation
• Strong analytical and investigative skills — able to synthesize technical information from multiple sources into clear, actionable findings
• Familiarity with ITIL problem management principles and best practices
• Experience working cross-functionally with Engineering, DevOps, and Operations teams to drive corrective actions to closure
• Experience with ITSM or project tracking tooling (e.g., Jira, ServiceNow, or similar)
• Excellent written communication skills with a high bar for documentation quality and clarity
• Comfortable working in a cloud-hosted SaaS environment, with enough technical fluency to engage meaningfully with engineering teams
• Experience working in a HIPAA-regulated or compliance-driven environment

• ITIL 4 Foundation certification or higher
• Experience in healthcare IT or payer technology environments
• Familiarity with AWS infrastructure and modern software delivery practices
• Experience with SRE concepts such as error budgets, SLOs, and reliability reviews
• Background in facilitating blameless postmortems or retrospectives in an engineering or DevOps context

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.