What will you contribute?
Reporting to the Director of Service Delivery, the Problem Manager is accountable for managing the lifecycle of all problems, contributing to enhancing availability of products and services and eliminating recurring incidents to ensure a world class customer experience.
As a member of the Service Delivery team, the Problem Manager will manage the day-to-day operational problem management process to ensure root cause analysis is completed and documented in alignment with the problem management policies and procedures.
This included, but is not limited to facilitating root cause meetings, documenting outcomes, assigning action items and measuring problem management performance against pre-determined SLAs.
The Problem Manager role provides insight to the Business on the health of the Infrastructure and Application environments and is responsible for the effective oversight of root cause analysis related activities.
The role will manage and maintain a consistent level of service and best practices to achieve adherence to KPIS. SLAs, and CSFs.
The incumbent will provide governance and oversight; maturing the process and driving problem management adoption.
Responsibilities & Deliverables :
Your deliverables as a Problem Manager will include, but are not limited to, the following :
Drive root cause diagnosis and build trusted relationships with the IT organization and functions outside of IT to ensure strong problem management best practices
Managing the lifecycle of all problems
Responsible for the documentation of root cause investigation; ensuring response to action items are meeting SLAs
Responsible for recording an accurate description of the root cause investigation within the IT Service Management tool
Assist in the creation and facilitation of the Major Problem Review
Responsible for measuring and reporting on KPIs and the Problem Management Process performance
Responsible for the Continual Improvement of the Problem Management Process
Providing governance and oversight of the end-to-end problem management process
Reporting on organizational performance relative to KPIs and SLAs
Driving problem management adoption across the organization
Participate in Service Improvement initiatives to drive a better customer experience
Overseeing and accountable for the adherence to the problem management policy and procedures
Audit readiness and compliance
Driving improved process integration, especially with Major Incident Management
Proactive problem management. Perform trend analysis to mitigate operational risk and unavailability
Testing and participating in the road map of the ITSM system
Participate in the Major Incident Review
An active facilitator between different functions and business units to drive root case analysis
The Problem Manager performance is measured, but not limited to the following KPIs :
Required Experience :
University degree in Computer Science, Mathematics, Business IT or related major
Very good knowledge of C / C++, including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun / Solaris Studio, Eclipse)
SQL / Java / C#
Basic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows)
Knowledge on CORBA (the Orbix implementation), JMS (ActiveMQ implementation) and Tomcat are a plus
Excellent written and verbal communication in English
Analytical abilities, attention to detail, stability, responsibility as well as customer focus
Ability to work independently as well as part of a customer facing team
The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions.
If you need assistance or an accommodation due to disability please contact your recruitment partner.