Problem Manager - SPE
Problem Manager - SPE
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Job Description
Mandatory Skills
Cloud NetworkVirtualization ITIL Certified Operating systems Database Systems
Additional Skills
Customer service Communication
Job Description:
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The Major Incident / Problem Manager will report to the ITSM Manager.
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The primary responsibility will be to ensure that the root cause is established for all major incidents and that a formal RCA is published within agreed SLAs.
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In addition the current Major Incident and Problem management processes should be reviewed and improved and where agreed with the ITSM manager improvements implemented. Implementation will include documentation and mentoring of all IT stakeholders.
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RCA reports and proactive analysis of trends in incidents eliminate recurring incidents and minimize the impact of incidents that cannot be prevented.
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Responsibilities for this role include but are not limited to:
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Ensures postreview of major problems
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Ensures reactive and proactive management of IT problems and known errors
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Coordinates efforts of all Problem Analysts including suppliers and external teams to ensure timely resolution of problems
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Closes all problem records
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Owns the Known Error Database and ensures its maintenance
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Carries out the Process Managers responsibilities for the Problem Management process
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Define and maintain the problem management procedure.
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Periodically review the effectiveness and efficiency of the problem management process.
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Continuously improve the problem management process.
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Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution.
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Ensure that the right resources are available to investigate identify and resolve the root cause of a problem.
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Analyses incident and problem reports and statistics to propose resolutions to reduce the number of incidents by proactively identifying and preventing possible incidents
Qualifications and Experience
Professional degree with 5 years of related IT experience.
Proficient in knowledge of the IT infrastructure (hardware databases operating systems Network Cloud Virtualization etc) and future IT trends
Has a broad knowledge and understanding of IT concepts and architectures coupled with proven experience in successfully managing incidents and problems
Has general awareness of the nature of businesscritical incidents and of their implications for the business
Relevant ITIL knowledge and certifications.
Experience in managed service preferred.
Interpersonal Skills:
SelfStarter Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives.
Exceptional Customer service skills mindset & attitude.
Be professional in all modes of interaction with our internal & external customers.
Success/Achievement Orientation Delivers quality results consistently. Targets achieves (or exceeds) measurable results. Sets challenging goals focuses on critical
priorities and is accountable.
Problem Solving Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical realistic and resourceful.
Innovative Builds and improves key business processes that enhance the effectiveness of HPE. Generates new ideas challenges the status quo and solves problems
creatively.
The candidate must collaborate with other teams and individuals within the organization
Be capable of making wellfounded decisions in highpressure situations & exercising diplomacy when operating in politically charged environments.
Actively listen and confirm problem details showing empathy for urgent situations
Utilize effective negotiation skills which will lead to satisfactory issue resolutions.
Additional Information
Required Qualification
Bachelor of Engineering Bachelor of Technology (B.E./B.Tech.)
Employment Type
Full Time
Company Industry
Key Skills
- Restaurant Experience
- Customer Service
- Employee Evaluation
- Management Experience
- Math
- Employment & Labor Law
- Sanitation
- Leadership Experience
- P&L Management
- Mentoring
- Supervising Experience
- Restaurant Management
