<p>Lead the development and implementation of ITIL-based problem management strategies and processes for network operations Oversee regular audits of the problem management system to ensure compliance to customer policies, directives and governance and identify areas for improvement Develop and implement quality assurance processes for network problem management Analyze problem management metrics and KPIs to identify areas for improvement Ensure proper documentation and categorization of network problems Collaborate with network engineering teams to conduct root cause analysis, implement preventive measures, and reduce recurring issues Develop and maintain quality standards for problem management processes Provide training and guidance on ITIL problem management best practices Create and present reports on problem management performance to stakeholders Drive continuous improvement initiatives within the problem management function Lead a team of problem management analysts, providing guidance, mentorship, and performance evaluations Coordinate with other ITSM process owners to integrate problem management with incident, problem, and change management processes. Drive continuous improvement initiatives Report on problem management performance to senior management and stakeholders Develop and deliver training programs on ITIL problem management best practices Bachelor's degree in Computer Science, Information Technology, or related field 10+ years of experience in network operations, quality assurance, or related roles TS/SCI with Poly required Experience with major ITSM platforms (e.g., ServiceNow, BMC Remedy) ITIL certification in Problem Management Strong knowledge of network technologies and protocols Experience with quality assurance methodologies and auditing processes Excellent analytical and problem-solving skills Strong leadership and team collaboration abilities Outstanding communication and reporting skills Proficiency in ITSM tools and data analysis software</p>