Flō Networks is a leading provider of telecommunications services between the US and Mexico. We provide voice and data services to Fortune 1000 companies, telecommunications, and cable companies over a fiber optic network that spans over 35,000 km between both countries.

We have an immediate need for an experienced Problem Management Specialist This position will be based in Ciudad Juarez, Chihuahua, Mexico.

The Role:

The Problem Management Specialist works alongside the Problem Manager to reduce the number and impact of incidents affecting our services. The role is deliberately proactive: rather than waiting for the next outage, this person analyzes incident and service data to find recurring failure patterns, determines root cause, and then formulates and champions concrete improvement recommendations — technical, procedural, or commercial — to the teams that own the service. Success in this role is measured by incidents that stop happening, not by tickets closed.

The Responsibilities:
- Analyze incident, alarm,



and change data across the customer base to identify services with recurring or chronic issues before they escalate into major incidents or customer escalations.
- Build and maintain recurrence views by service, site, customer, product, technology, and vendor; set thresholds that flag a service as a problem candidate.
- Correlate incidents against change records, maintenance windows, vendor events, and environmental factors to separate coincidence from causation.
- Raise problem records for patterns identified, with a clear hypothesis, supporting evidence, and an estimated customer impact.
- Lead and document root cause analysis using structured methods (5 Whys, Ishikawa/fishbone, fault tree, chronological/timeline analysis), selecting the method appropriate to the problem.
- Coordinate cross-functional RCA sessions with Engineering, NOC, Field Operations, and vendors; keep them focused, evidence-driven, and time-bound.
- Distinguish root cause from co

📌 Problem Management Specialist (México)
🏢 Flō Networks
📍 México