Field of studyComputer Science, Engineering, Information Technology
Study levelBachelor's
Original posting
Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is no longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.
If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!
Job Summary
This Lead-level Individual Contributor sits within the Change Management organization and owns the Problem Management process and outcomes for an assigned service area. The role's primary focus is Problem Management: leading complex root-cause investigations, owning the Problem Management actions queue, and driving repeat-incident reduction. The role partners closely with Change Management to ensure RCA-driven changes are scoped, prioritized, and tracked to completion. As a Lead, the role operates through influence (no direct reports), mentoring L1-L3 analysts on RCA discipline and Problem-to-Change handoff.
Responsibilities
Own Problem Management actions for the assigned service area: tracked, validated, completed; remove bottlenecks.
Lead complex root-cause investigations as the senior practitioner for RCA discipline (5 Whys, fishbone, fault tree, timeline analysis).
Identify recurring change failures and incident patterns within the service area; convert findings into Problem records and remediation actions.
Partner with Change Management to scope, prioritize, and track RCA-driven changes through to completion.
Validate that corrective changes address true root cause (not just symptom); push back on incomplete remediation.
Coach Change requesters on linking changes back to Problem records and incident learnings.
Define local execution standards (RCA templates, Problem record quality, action-tracking criteria) for the service area.
Review and approve complex Problem records and corrective-change packages; enforce quality and risk-mitigation standards.
Integrate learnings from incidents and problems into process documentation, templates, and training updates.
Define and maintain Problem Management metrics (RC action closure rate, repeat-incident rate, mean time to root cause) for the service area.
Demonstrated ability to lead complex cross-team investigations and influence without formal authority.
Strong written and verbal communication; can present to leadership audiences and write executive-ready summaries.
Preferred Qualifications
Experience in telecommunications, cable, or large-scale service provider environments.
Familiarity with CMDB hygiene as it relates to RCA and impact analysis.
Experience with AI / ML applied to incident pattern detection or RCA augmentation.
Track record of mentoring junior analysts
At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. These aren’t just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It’s all part of the bigger picture of “Be The Difference” where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stop.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team. Together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New York is $123,379.00 - $202,694.00 / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.
We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.