T. Rowe Price

1 week ago

Senior Manager, Problem Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Own the enterprise technology problem management policy, standards, and governance. Oversee a managed services partner to deliver SLAs/OLAs and policy compliance, and lead governance forums that institutionalize blameless postmortems, rigorous root-cause analysis, and verified corrective/preventive actions. Set the problem management roadmap, KPIs, and reporting, partner with SRE, application development, infrastructure, and incident/change leaders, and ensure high-quality tooling workflows in ServiceNow and Jira.

Location: Baltimore

Workplace: Hybrid

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Sr. Manager level

Key Responsibilities

•Own and maintain the enterprise Problem Management policy, process, procedures, and controls, aligned with ITIL practices and enterprise risk frameworks.
•Establish and chair governance forums (e.g., Problem Review Boards) to ensure audit-readiness, evidence retention, and quality standards for problem records and postmortems.
•Oversee a managed services partner for day-to-day problem management, ensuring contractual obligations, SLAs/OLAs, KPIs, and continuous service improvement plans are met.
•Lead blameless postmortems and root cause practices, driving proactive problem identification through trend analysis, incident correlation, and monitoring/observability insights.
•Serve as process owner for ServiceNow Problem Management and integrate Jira for tracking, dashboards/scorecards, and executive-ready reporting; partner with SRE and engineering leaders to translate RCA into actions.

Pay and Benefits

Perks:Annual BonusRetirementHealth InsurancePaid LeaveHybrid WorkOnline TherapyParental Benefits

Key Requirements

•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 with SLAs and outcome-based contracts for managed service partners.
•Deep knowledge of ITIL frameworks (ITIL 4 preferred) and practical application within SRE and DevOps cultures.
•Strong hands-on experience facilitating blameless postmortems and performing root cause analysis; strong ServiceNow Problem Management and Atlassian Jira experience.

Experience:10+ yearsIT service managementRegulated environmentsSREDevOps

Education:Bachelor's

Skills:Written communicationVerbal communicationCross-functional influenceGovernanceContinuous improvement

Tech Stack:ServiceNowAtlassian JiraCMDBPerformance AnalyticsITILITIL 4

Company Brief

T. Rowe Price

Global investment management firm offering mutual funds, retirement services, and advisory solutions for individual and institutional investors. Manages assets across equities, fixed income, multi-asset, and alternative strategies.

Industry: Asset Management

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Baltimore, United States

Founded: 1937

Website LinkedIn

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T. Rowe Price

1 week ago

Senior Manager, Problem Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: Baltimore

Workplace: Hybrid

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Sr. Manager level

Key Responsibilities

•Own and maintain the enterprise Problem Management policy, process, procedures, and controls, aligned with ITIL practices and enterprise risk frameworks.
•Establish and chair governance forums (e.g., Problem Review Boards) to ensure audit-readiness, evidence retention, and quality standards for problem records and postmortems.
•Oversee a managed services partner for day-to-day problem management, ensuring contractual obligations, SLAs/OLAs, KPIs, and continuous service improvement plans are met.
•Lead blameless postmortems and root cause practices, driving proactive problem identification through trend analysis, incident correlation, and monitoring/observability insights.
•Serve as process owner for ServiceNow Problem Management and integrate Jira for tracking, dashboards/scorecards, and executive-ready reporting; partner with SRE and engineering leaders to translate RCA into actions.

Pay and Benefits

Perks:Annual BonusRetirementHealth InsurancePaid LeaveHybrid WorkOnline TherapyParental Benefits

Key Requirements

•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 with SLAs and outcome-based contracts for managed service partners.
•Deep knowledge of ITIL frameworks (ITIL 4 preferred) and practical application within SRE and DevOps cultures.
•Strong hands-on experience facilitating blameless postmortems and performing root cause analysis; strong ServiceNow Problem Management and Atlassian Jira experience.

Experience:10+ yearsIT service managementRegulated environmentsSREDevOps

Education:Bachelor's

Skills:Written communicationVerbal communicationCross-functional influenceGovernanceContinuous improvement

Tech Stack:ServiceNowAtlassian JiraCMDBPerformance AnalyticsITILITIL 4

Company Brief

T. Rowe Price

Industry: Asset Management

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Baltimore, United States

Founded: 1937

Website LinkedIn