IT Problem Manager
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Bullet points
Perform analysis on specific incidents to identify root cause
Anticipate, investigate and resolve problems in systems and services
Detalles del cliente
French company specialized in prepaid corporate services
Descripción de la vacante
The main responsibilities are:
- Coordinate, standardize and lead 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
- 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
- Highly independent and self-directed individual capable of working with minimal supervision
- Able to deal with outsourced IT Service environment, in multicultural environment
- Remediate deviation of a process for its particular department
Perfil del candidato
Bachelor's degree on Computer Science or similar. Excellent communication skills, verbal and written English. This position is required to work non- traditional shifts. Experience with JIRA and ITIL constructs are a strong plus. Ensure the closure of all resolved and end-user confirmed Incident records. Provide guidance to the Problem Process. Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies and procedures. Curiosity for new technologies. Proven analytical, problem-solving and troubleshooting ability. Solid oral and written communication, problem solving and project management skills. Ability to manage/be part of highly intercultural teams. Team spirit.
Oferta de empleo
Competitive salary and company perks
En Michael Page creemos en la diversidad e inclusión. Defendemos la igualdad de oportunidades sin discriminar por género, raza, edad, religión ni orientación sexual o por cualquier otro aspecto que pudiera ser considerado excluyente.