Problem Manager (Healthcare IT) | LATAM | Remote About the Role
We are seeking an experienced Problem Manager to support mission-critical healthcare applications and services while driving operational excellence across enterprise production environments.
In this role, you will be responsible for leading Problem Management activities , performing Root Cause Analysis (RCA) , identifying trends, reducing recurring incidents, and driving continuous service improvement. You will collaborate closely with Application Support, Engineering, Infrastructure, Product, and Operations teams while leveraging ServiceNow and AI-powered technologies to improve incident resolution, knowledge management, automation, and engineering productivity.
This is an excellent opportunity to work on large-scale healthcare platforms in a fast-paced, highly collaborative environment.
Key Responsibilities
Own and manage the end-to-end Problem Management process following ITIL best practices.
Perform Root Cause Analysis (RCA) for recurring and high-impact production incidents.
Identify incident trends and recommend permanent corrective and preventive actions.
Collaborate with Engineering, Infrastructure, Application Support, and Product teams to eliminate recurring production issues.
Drive continuous service improvement initiatives focused on stability, reliability, and operational excellence.
Analyze production data, logs, SQL queries, APIs, and system integrations to determine root causes.
Maintain accurate Problem Records and documentation within ServiceNow ITSM.
Develop knowledge articles and operational documentation to improve support efficiency.
Leverage AI-assisted tools to accelerate troubleshooting, documentation, knowledge management, and operational workflows.




Promote automation-first practices to improve engineering productivity and reduce operational effort.
Required Qualifications
Experience managing Problem Management processes within enterprise production environments.
Strong understanding of ITIL Problem, Incident, and Change Management.
Hands-on experience with ServiceNow ITSM.
Strong SQL, database, and data analysis skills.
Experience troubleshooting enterprise applications, APIs, integrations, and infrastructure.
Excellent analytical thinking and Root Cause Analysis (RCA) skills.
Strong verbal and written communication skills.
Customer-focused mindset with a strong sense of ownership.
Experience supporting enterprise production applications.
Preferred Qualifications
Experience using AI-powered engineering tools such as:
ChatGPT
GitHub Copilot
Claude
Codex
Microsoft Copilot
Experience using AI for:
Incident triage
Knowledge management
SQL development
Documentation
Operational automation
Knowledge of ServiceNow AI capabilities, including:
Now Assist
Predictive Intelligence
Virtual Agent
AI Search
Preferred Healthcare Experience
Experience in one or more of the following healthcare domains is highly desirable:
Claims Processing
Healthcare Retrieval
RADV
HEDIS
Provider & Member Systems
Clinical Data Exchange
Healthcare Data Validation
HIPAA / PHI-compliant environments
Optum, UnitedHealthcare, or other healthcare payer organizations
What We're Looking For
Strong critical thinking and problem-solving skills.
Ability to identify patterns and eliminate recurring production issues.
Passion for continuous service improvement.
Excellent collaboration and stakeholder management skills.
Interest in leveraging AI to transform IT operations and enterprise support.
Location: Guadañajara (Hybrid)
English: Advanced (written and verbal communication required).

📌 Problem Manager (Guadalajara)
🏢 FPT Latin America
📍 Guadalajara