Problem Manager
hace 1 día
We are seeking a skilled Problem Manager to join our Service Management team at Experian. As a Problem Manager, you will be responsible for identifying and understanding the underlying causes of incidents, as well as identifying the best method to eliminate those root causes. This role involves overseeing and managing service impacting outages for NA Problem Management, leveraging support best practices and process frameworks, such as ITIL, to drive continual process improvements.
You will work closely with other Service Management disciplines, including Incident Management, Change Management, Release Management, and Service Level Management, to provide an effective and reliable Service Management solution for Experian.
Responsibilities- Manage the incident problem management lifecycle, coordinating Incident review meetings with key technical partners and stakeholders, identifying the incident root cause and assign, manage and track all corrective actions towards avoiding a repeat, capturing key learnings to improve processes and best known practices.
- Act as the central point of contact for GTS Problem Management, including advice on process & procedures and assistance with any inquiries, issues, and concerns.
- Maintain problem management process and metrics to established service level objectives.
- Act as the liaison with business divisions and GTS departments on the provision and maintenance of effective processes and procedures.
- Audit problem information frequently, ensuring that processes and procedures are being adhered to.
- Work closely with colleagues in Incident, Change, Configuration, and Knowledge Management to ensure consistent and effective process improvements.
- Bachelor's degree or equivalent experience.
- 2-3 years of relevant experience of ITIL 'Best Practice' or Service Management specifically Problem Management.
- ITIL knowledge and experience is required.
- Experience with Incident analysis and trending.
- Experience in IT environments, infrastructure support experience a plus.
- Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences including senior management.
- Advanced English proficiency, spoken and written.
- Proficiency using ServiceNow for ticket logging, tracking and reporting.
- Excellent analytical and reporting skills.
- Proven skills in collaborating with other teams, both technical and non-technical.
- Strong customer centric orientation with the ability to work effectively with diverse teams.
- Self-starter with strong technical skills and ability to learn new technologies quickly.
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