TD SYNNEX is seeking an experienced ITIL Problem Manager to lead Problem Management activities across the Americas region, driving service stability, operational excellence, and continuous improvement initiatives.
This role is responsible for identifying recurring issues, conducting root cause analysis, driving remediation plans, managing major incidents when required, and partnering with technical teams to prevent service disruptions. The ideal candidate combines strong ITIL expertise, enterprise infrastructure knowledge, analytical skills, and the ability to communicate complex technical topics to both technical and executive audiences.
Reporting directly to the regional leadership team, this position plays a critical role in improving service reliability and ensuring accountability across infrastructure, applications, and support organizations.
Key ResponsibilitiesITIL Problem Management- Own the end-to-end Problem Management process across the Americas region.
- Identify recurring incidents and service disruptions through proactive trend analysis.
- Lead Root Cause Analysis (RCA) activities and facilitate problem review meetings.
- Drive corrective and preventive actions to eliminate recurring issues.
- Ensure problem records, actions, and remediation plans are accurately tracked and completed.
- Measure and report on Problem Management KPIs and service improvement initiatives.
- Lead and coordinate Major Incident response activities when required.
- Facilitate technical bridges and stakeholder communications during critical incidents.
- Ensure timely resolution and escalation of high-priority service disruptions.
- Conduct post-incident reviews and document lessons learned.
- Analyze incident and request data to identify service trends and systemic issues.
- Develop operational and executive-level reporting using Power BI and ITSM tools.
- Present findings, risks, and recommendations to leadership teams.
- Drive Continual Service Improvement (CSI) initiatives aligned with ITIL best practices.
- Partner with Infrastructure, Network, Security, Application, Service Desk, and Operations teams.
- Track accountability and follow-up actions across multiple technical groups.
- Support governance activities and ensure adherence to Problem Management standards.
5+ years of experience in:
- ITIL Problem Management
- Major Incident Management
- IT Service Management (ITSM)
- IT Operations
- Infrastructure Support
Demonstrated experience leading Root Cause Analysis investigations.
Experience managing enterprise-wide incidents and service improvement programs.
Experience operating within large global or multinational environments.
Strong understanding of:
- ITIL Framework
- Problem Management
- Incident Management
- Major Incident Management
- Root Cause Analysis (RCA)
- Change Management processes
- Enterprise Infrastructure environments
- Networks
- Firewalls
- Databases
- Application Servers
- Cloud Services
Experience with:
- EasyVista or similar ITSM platforms
- SharePoint
- Power BI
- Service reporting and analytics
- KPI and trend analysis
At TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.
What’s In It For You?
- Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
- Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
- Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
- Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
- Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
- Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.
Don’t meet every single requirement? Apply anyway.
At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!
Skills Required
- 5+ years experience in ITIL Problem Management
- 5+ years experience in Major Incident Management
- 5+ years experience in IT Service Management (ITSM)
- 5+ years experience in IT Operations and Infrastructure Support
- Demonstrated experience leading Root Cause Analysis (RCA) investigations
- Experience managing enterprise-wide incidents and service improvement programs
- Experience operating within large global or multinational environments
- Strong understanding of ITIL framework, Problem Management, Incident Management, Major Incident Management
- Knowledge of Change Management processes
- Familiarity with enterprise infrastructure: networks, firewalls, databases, application servers, cloud services
- Experience with EasyVista or similar ITSM platforms
- Experience with Power BI for reporting and analytics
- Experience with SharePoint
- Service reporting and analytics, KPI and trend analysis experience
- Ability to communicate complex technical topics to technical and executive audiences
TD SYNNEX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TD SYNNEX and has not been reviewed or approved by TD SYNNEX.
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Healthcare Strength — Medical coverage spans multiple plan options (Anthem nationwide and Kaiser in select states) plus dental and vision, with preventive care at 100% and care navigation via Quantum Health. HSA‑eligible plans receive company contributions that enhance value.
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Leave & Time Off Breadth — Flexible or “unlimited” PTO is offered in many U.S. roles, providing broad time‑off access subject to manager approval. This structure is often cited as supporting work–life balance.
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Retirement Support — The 401(k) program includes auto‑enrollment and a company match of 50% on the first 6% after six months, with a clear vesting schedule. Administration through Fidelity and published plan details add clarity to usage.
TD SYNNEX Insights
What We Do
We’re TD SYNNEX (NYSE: SNX), a leading distributor and solutions aggregator for the IT ecosystem. We’re 22,000 of the IT industry’s best and brightest, who share an unwavering passion for bringing compelling technology products, services and solutions to the world. We’re an innovative partner that helps our customers maximize the value of IT investments, demonstrate business outcomes and unlock growth opportunities. At our core, we’re a company that cares. We care about our partners, our co-workers, our investors and the world around us. And we’re committed to being a diverse, inclusive employer of choice and a good corporate citizen.
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