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 envir

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