Problem Manager - AVP

Who we are looking for
The Problem Manager role is part of the Problem Management function within Global Production Management. Problem Management provides a follow the sun support model to manage, co-ordinate, and drive problem investigations.

What you will be responsible for

As Problem Manager, you will:

• Coordinate the Problem Management investigations of critical Major Incidents utilizing technical and business resources
• Execute the Problem Management process tasks in adherence with global standards
• Drive governance around problem management to ensure that a problem ticket is opened, escalated, updated and closed in a timely manner.
• Facilitate bridge calls along with representatives from internal and client infrastructure support teams and vendors to drive ownership, monitoring, tracking and communications of all problem records towards Root Cause Determination and Remediation
• Assist in creation, assignment, and resolution of tasks to continually improve the predictability of service and enhance service offerings.
• Communicate to a global audience, including executive management, providing details of the problem investigation and publishing Postmortems
• Interface with key stakeholders in a high-pressure environment, with the ability to engage individuals across a range of backgrounds and levels of seniority to understand what had happened and on preventative measures
• Analyze appropriate incidents and event tickets for trends and proactive problem management opportunities and create assign and track associated ad-hoc records with the assigned problem owners.
• Maintain and enhance the documentation and communication of the Problem Management Process

What we value

These skills will help you succeed in this role:

• Breadth of knowledge across infrastructure and application processes, areas, and technologies (Network, Security, Open Systems, Mainframe, Storage, Database, Middleware, Cloud, End User Computing, and Application)
• Ability and aptitude to pick up new technologies and procedures
• Strong communication skills (written, verbal and presentation). 
• Demonstrated ability to succinctly identify and summarize key findings to various stakeholders.
• Ability to coordinate and communicate across multidisciplinary / multicultural teams across countries and regions
• Proven analytical and problem-solving skills
• Strong collaboration skills; ability to listen and understand without interruption and remain calm and composed, especially in stressful situations
• Good stakeholder management, able to work well under pressure and deal with demanding stakeholders across the business

Education & Preferred Qualifications

Technical Bachelor’s degree Minimum of 4 or more years of experience in Problem management

Additional requirements

ITIL Certification V3 or higher

Salary Range:

The range quoted above applies to the role in the location specified. If the candidate would ultimately work outside of the location above, the applicable range could differ.

Job Application Disclosure:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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