ITIL Problem Manager
Job Description:
This position is a highly visible ITIL Problem Manager that can drive root cause analysis of problems and eliminate repeat issues. Owns problems, is accountable and decisive for all actions necessary to get resolution. Communicates with all levels of the organization, from highly technical to key business leaders.
Key responsibilities include:
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Problem analysis, identification, and remediation from incident tickets, monitoring, and other means. Proactive in identification of possible problems.
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Drive and own analysis of problem, ensure root cause and corrective action is determined to reduce number of incidences; thus increasing availability.
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Lead cross functional teams to analyze all sources of issues and outages, investigate, diagnosis root cause, and accountable for completion of corrective actions.
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Classify, define, and scope issues into projects that will drive down the total number of recurring problems and common issues.
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Through risk and impact analysis determine the appropriate actions to resolve problems including Known Errors documentation, automated responses, and problem remediation.
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Track and communicate status of problem resolution efforts.
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Provide training to support teams and business users on processes and problem tracking tools and tasks.
- Work closely with process teams to develop and maintain up to date Problem Management procedures.
Minimum Qualifications:
Skills Needed:
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5 -10 years in Information Technology
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Demonstrated leadership skills in a high paced environment
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Ability to track tasks, make assignments, and deliver on commitment dates
- Effectively interact with various levels of management and customers
- Excellent communication skills, clear, concise, both verbal and written
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Highly effective coordination and facilitator skills
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Strong root cause analysis, problem solving, and analytical skills
- Ability to work well independently or as a team member
- Candidate must be driven, self motivated, ambitious, effective, and efficient in customer service skills
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