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 understan

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