Full-Time Problem Manager

We are recruiting a Problem Manager in the Service Management team.

Responsibilities:

• Manage the incident problem management lifecycle, coordinating Incident review meetings with key technical partners and stakeholders.
• Identify the incident root cause and assign, manage, and track corrective actions.
• Capture key learnings to improve processes and best practices.
• Ensure SLAs and key indicators are met while using Agile-scrum best practices.
• Act as a central point of contact for GTS Problem Management.
• Maintain problem management process and metrics to established service level objectives.
• Act as a liaison with business divisions and GTS departments.
• Audit problem information frequently, ensuring processes and procedures are adhered to.
• Work closely with colleagues in Incident, Change, Configuration, and Knowledge Management.
• Coordinate with separate technical teams, structuring investigations and working with respective support teams.
• Ensure accurate and timely information dissemination.
• Problem management follow-up actions following an incident.

Qualifications:

• Bachelor's degree or equivalent experience
• 2-3 years of relevant ITIL experience.
• ITIL knowledge and experience required.
• Incident analysis and trending experience.
• IT environments, infrastructure support experience a plus
• Excellent written and verbal communication skills.
• Advanced English proficiency
• Proficiency using ServiceNow.
• Excellent analytical and reporting skills
• Collaboration with technical and non-technical teams.
• Strong customer centric orientation.
• Self-starter with strong technical skills

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