IT Problem Manager

Reports To

Service Manager in US

Essential Functions

  • Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified

  • Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.

  • Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes

  • Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently

  • Coordinate, convene and facilitate major incident and problem review meetings

  • Ensure the problems progress through the Problem Management process in a timely and prioritized fashion

  • Create and deliver external content regarding service disruptions

  • Ensure that the problem management information reflects accurate errors and is complete

  • Develop trend analysis and prepare service improvement plans to address identified gaps

  • Ensure recurring incident resolution is addressed with urgency

  • Manage and maintain information stored in the problem database

  • Maintain a comprehensive understanding of all aspects of product delivery and operations

Knowledge, Skills, Abilities

  • Minimum of 8 years’ experience in providing complex IT Customer Support, management, and/or supervision

  • ITIL Certified or 3 years working experience as a Problem Manager

  • Strong analytical skills

  • Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment

  • Proven track record of working collaboratively to improve the customer’s experience

  • Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels

  • Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects

  • Strong communication, presentation, and relationship management skills

  • Able to translate complex issues in an understandable, organized way

Experience and Education

A 4-year degree in a related field and 3 years in an IT Problem Manager role with progressive responsibility. Relevant experience may be substituted for the education requirement.

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