Problem Management Specialist

hace 4 semanas

Heredia, Costa Rica Hewlett Packard A tiempo completo

**Job Summary**
- This role is responsible for effectively resolving moderate to complex technical issues encompassing hardware and software across internal and external businesses and end users as well as engaging as a trusted consultant for planning innovative solutions. The role leads representative activities, collaborates to prevent/ mitigate issues, architects and integrates solutions, and contributes to cross-functional projects. The role applies advanced expertise, exercises independent judgment, and fosters relationships while mentoring lower-level employees. This role requires to work on ITIL framework and work with multiple teams

**Responsibilities**
- Drive Problem Management Analysis

Lead work with different groups on Proactive Problem Management

Work with Engineering groups towards getting workarounds and finally solution to close Problem Management case

Resolves moderate to complex technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems.
- Sets a strategic compass for the services organization, aligning it with customer needs and coordinating closely with various counterparts.
- Acts as a trusted consultant, engaging with stakeholders to strategically plan, coordinate, and architect innovative solutions.
- Leads and represents the organization through activities such as customer visits, participation in industry conferences/trade shows, and vendor meetings.
- Collaborates with internal or external businesses and end users to prevent or minimize issue occurrences, while also evaluating and resolving complex business challenges.
- Architects, deploys, manages, and integrates solutions within specific environments, while also engaging in architecture and design reviews to enhance product quality through insights.
- Collaborates cross-functionally for efficient project delivery, enhancing troubleshooting efficiency and user experience, thereby driving successful outcomes.
- Supports initiatives aimed at amplifying business opportunities through innovative technologies, positioning the organization at the forefront of industry evolution.
- Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.

**Education & Experience** Recommended**
- Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 7-10 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

**Preferred Certifications**
- ITIL Certifications are must

Indepth Working Experience on Service Now is must & certifications are preferred.

**Knowledge & Skills**
- Amazon Web Services
- Automation
- Computer Science
- Customer Relationship Management
- Customer Support
- Debugging
- Java (Programming Language)
- Linux
- Operating Systems
- Product Support
- Python (Programming Language)
- Root Cause Analysis
- Scripting
- Software As A Service (SaaS)
- SQL (Programming Language)
- TCP/IP
- Technical Services
- Technical Support
- Unix
- Workflow Management

**Cross-Org Skills**
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity

**Impact & Scope**
- Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

**Complexity**
- Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

**Disclaimer

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