Infrastructure Engineering Senior Advisor

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.