Remote Problem Manager
Atos
Timisoara, Timis, RO-Romania
5 zile în urmă

What are we looking for?

We are looking for Problem Manager to join our team.

Key Accountabilities :

  • Accountable for the delivery of Root Cause Analysis and problem resolution within given target duration;
  • Responsible to act as an escalation point to expedite problem resolution;
  • Responsible to coordinate problem resolution involving internal support groups, vendors, suppliers, customers and manage any roadblocks;
  • Drive the RCA, Post Implementation Review with Technical Experts;
  • Follow up of RCA and PIR activities together with Service Delivery and Management, corrective actions driving;
  • Liaison with team managers of all Technical Experts / Engineers to ensure PMRs get created and swift resolution of problems within their targets;
  • Ensure that necessary reports RCA, Post Implementation Review, etc.) are delivered;
  • Ensure quality of Known Error record and the Knowledge Database;
  • Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfilment and involve Supplier Management when necessary;
  • Conduct Post Resolution Review of critical problems and support to follow up of their activities together with Service Delivery Manager;
  • Ensure that Problem Management KPIs are reported and their targets met;
  • Ensure that trend analysis of incidents is performed, and proactive Problem Management is executed
  • Key skills :

  • Builds long-term relationships with internal colleagues;
  • Excellent English communication skills (written and oral);
  • Successful delivery against commitments and deadlines;
  • A proven ability to operate across management levels, with a confident, pragmatic, influential stakeholder management style;
  • Experience / Knowledge Essential :

  • Detailed knowledge of the theory and operation aspects of their process;
  • Understanding of the ITIL best practices;
  • Experience in a customer service environment

    Competent with Microsoft Office

    Relevant industry knowledge and technical skills (database administration, internet protocol, application monitoring, unix systems, networking, server virtualization)

  • ITIL Foundation and / or ITIL Intermediate certifications would be an advantage;
  • What we offer

  • Training and certifications : Ongoing In-depth training with current and emerging products and technologies;
  • Flexible benefits : Medical program, Sports benefits, Lunch vouchers, Mobile phone, Laptop;
  • Compensation : Competitive salary package and relocation bonus for candidates outside West Area;
  • Extra vacation days;
  • LI-Romania

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