2 Incident Prevention Jobs

The Problem Management Problem Analyst is accountable for driving availability by being responsible for eliminating risks to the availability of IT systems. In this role you will partner with technical SMEs and uncover root cause of major incidents, then defining and closing gaps of technical risks in the environment. The Problem Analyst is aligned with domain subject matter experts and will partner to organize, escalate, ensure leadership visibility on outstanding risks, and preventing the recurrence of managed incidents in the environment. The Problem Analyst will have exposure to senior management, technical SMEs, and the authority to escalate requests to reduce risk as quickly as possible. Required Skills Direct oversight of critical problems (ie problems related to critical managed incidents) in the Problem Management Process Management including determination and completion of tasks including but not limited to related root cause identification, root cause elimination, monitoring and alerting, escalation, and testing, to ensure there are no repeat incidents. Empower resources involved in the Problem Management lifecycle by removing roadblocks and engaging management to facilitate completion of tasks. Assisting with appointing and identifying resources to complete Problem tickets and managing the resources assigned to the Problem Management process. Liaise with all problem resolution groups to ensure swift resolution of problems within service level targets Liaise with suppliers, contractors, etc to ensure that third parties fulfill their contractual obligations with regards to resolving problems and providing problem-related information and data Arrange, run, document, and coordinate all follow-up activities relating to major problem reviews Establishing rapport and close collaborative relationship with the service managers and production support leads and have high level familiarity with the applications and services. Visibility at a senior management level, including presenting critical problems at daily and weekly review with senior management. Monitoring the Problem Management process, using Key Performance Indicators (KPIs) and reports Awareness of the customer s business priorities, objectives and business drivers to help prioritize root cause identification and elimination against those priorities and objectives. Coordinating interfaces between Problem Management and other IT Service Management (ITSM) processes Ensuring data accuracy and currency for Problem tickets. Strong Resource Management skills to provide oversight into resources involved in the Problem Management process. Strong facilitation skills to enable quicker root cause identification and elimination by the resources involved in the Problem Management process. Good influencing and negotiation skills to lead matrixed teams. Ability to exhibit technical agility and ability in all supported areas. Ability to exhibit organizational agility and acuity to assist with the completion of problem tasks and handling any escalations as necessary. Competencies Customer Focus Managing Vision and Purpose Organizational Agility Technical Agility Perseverance Interpersonal Savvy Problem Solving Qualifications Exposure to several Service Desk support models Demonstrated ability and experience in providing cross-organizational leadership Demonstrated ability and experience in understanding drivers to business event readiness (eg, 1/1 Readiness) Required Experience & Education: 13-16 years of total experience required. 4-6 years of progressive hands-on ITIL experience (ITIL Foundation v4 required) 2-3 years as an ITIL Process SME in either Incident, Problem, Availability or Change Management BA/BS degree or higher strongly preferred in Computer Science or related degree.

As a Global Problem Manager, your primary responsibility will be to follow the end-to-end global problem management process to effectively manage problems throughout their lifecycle. Your main objectives will include preventing incidents from occurring, minimizing the impact of incidents, and implementing strategies to maximize employee adoption and usage while minimizing resistance. This will ultimately ensure acceptable levels of incidents in support of our client services. You will be accountable to the Problem Management Process Owner and will play a crucial role in problem identification and recording. This will involve coordinating all aspects of problem investigation, diagnosis, and resolution, as well as efforts of all problem analysts, suppliers, and external teams to ensure timely problem resolution. You will update the status of all Root Cause Analyses (RCAs) and Corrective Actions, keeping affected stakeholders informed of progress. Identifying underlying causes of incidents, developing workarounds, submitting Change Requests to change management, and escalating problems when necessary will also be part of your responsibilities. Furthermore, you will create Corrective Action Tasks, drive towards problem resolution and closure, own the known error database, analyze historical data to proactively identify and eliminate potential incidents, and identify users to actively monitor the problem resolution process. Conducting Problem Review Boards and possessing a good understanding of relevant technologies and tools such as network requirements for Unified Communications solutions, cloud service delivery models, and ITSM ticketing tools will also be essential. To be successful in this role, you should have 5 to 12 years of industry experience, preferably in the service provider industry with experience in a global environment catering to USA / European customers. You should have at least 3 years of experience leading in a 24x7X365 environment and 3+ years of experience as a Problem Manager. Moreover, you should have the ability to develop strategies for addressing organizational resistance, excellent communication skills, strong vendor management skills, ability to influence people, and be ITIL certified. Strong Visio and Presentation skills are a must, along with certifications in ITIL V2 Foundation and an Engineering graduate degree.,