IT Problem Manager

LyondellBasell

Basic Function

Problem management is an important practice to improve the availability and reliability of IT's services. It aims at preventing or faster resolving failures of IT systems, which can have a major financial or reputational impact.
The problem manager is responsible for driving problem resolution efforts for major and repeating incidents.
From a process manager perspective, he/she manages the teams working on problem identification, root cause analysis and the execution of corrective/preventive action plans.
This position is responsible for problem management process reporting to the CIO on a monthly basis.
The problem manager maintains known errors and workarounds in the knowledge base to support the incident management process.

Roles & Responsibilities

• Manages the problem record lifecycle by ensuring that problems are identified, recorded and tracked to resolution
• Pro-actively identifies operational issues and trends by analyzing incident statistics
• Assesses proposed problems and closes problem cases after verifying the quality of the root cause analysis and completion of the action plans
• Maintains inventory of problems under analysis and their current progress and status
• Facilitates and participates problem management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues
• Organizes and chairs problem investigation meetings and drives service providers to identify the root cause and well-defined corrective/preventative action plans (Including people, process and technology elements)
• Monitors problem management performance metrics and key performance indicators
• Provides appropriate reporting up to the level of the CIO
• Follows up on issues and lack of progress with problem owners where necessary.
• Communicates all problems and their impact to all stakeholders
• Provides recommendations for process development, monitoring reports and performance measurements
• Analyzes data quality of incident, problem and knowledge management; organizes improvement of data quality
• Creates and/or reviews training materials related to incident, problem and knowledge management and facilitates training sessions
• Supports and backfills and the Incident Manager in case of his/her absence

Min. Qualifications

• Bachelor's degree in Computer Science
• Proven work experience with a minimum of 5 years in an incident or problem manager role.
• Detailed knowledge of the ITIL incident, major incident and problem management processes
• ITIL Foundation V3 or V4 certified
• Good understanding of change and configuration management processes
• The ability to work and team effectively with colleagues at all organizational levels (up to CIO)
• Proven experience in working in, and coordination of, diverse and geographically dispersed teams
• Excellent awareness of different cultures and working practices across the regions
• Broad knowledge of IT landscapes (infrastructure, applications, cloud, security)
• Coordination skills: managing (complex) IT technical investigations
• Good communication skills both verbal and written
• Good problem-solving skills and logical thinking
• Team player
• Process-oriented
• Innovation/Out-of-the-box thinking
• Good presentation skills with ability to present material clearly and concisely
• Commitment to follow standards

Competencies

Builds effective teams

Collaborates

Cultivates innovation

Customer focus

Demonstrates courage

Drives results

Ensures accountability

Instills trust and exemplifies integrity

LyondellBasell (NYSE: LYB) is one of the largest plastics, chemicals and refining companies in the world. Driven by its employees around the globe, LyondellBasell produces materials and products that are key to advancing solutions to modern challenges like enhancing food safety through lightweight and flexible packaging, protecting the purity of water supplies through stronger and more versatile pipes, improving the safety, comfort and fuel efficiency of many of the cars and trucks on the road, and ensuring the safe and effective functionality in electronics and appliances. LyondellBasell sells products into more than 100 countries and is the world's largest producer of polypropylene compounds and the largest licensor of polyolefin technologies. In 2022, LyondellBasell was named to Fortune Magazine's list of the "World's Most Admired Companies" for the fifth consecutive year.

We have the potential - and responsibility - to use this scale and reach to make a positive impact across our value chains. That's why we are working to make meaningful progress to address some of the world's most pressing challenges such as reducing plastic waste in the environment, helping to mitigate climate change and contributing to a thriving society for our employees, the communities where we operate and the people who depend on our products. To learn more, click here.

Must be at least 18 years of age and must be legally authorized to work in the United States (US) on a permanent basis without visa sponsorship.

LyondellBasell does not accept or retain unsolicited resumes or phone calls and/or respond to them or to any third party representing job seekers.

LyondellBasell is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, and other protected characteristics. The US EEO is the Law poster is available here.

Nearest Major Market: Houston