Job
Description
Are you a passionate problem solver with a knack for process improvement and a desire to lead a teamAs the Global Command Centers Problem Manager and Problem Management Process Owner, you will be at the forefront of ensuring the stability and reliability of our critical systems and services. you'll lead a team, own the problem management process, drive root cause analysis, and implement solutions to prevent future disruptions. This is a high-impact role where you can make a tangible difference in our organizations performance. Qualifications: Bachelors degree in Computer Science, Information Technology, or a related field. 5+ years of experience in IT Change, Incident, and Problem Management. 3+ years of experience leading or managing a team. Proficient in ITIL principles and best practices, and experienced with Agile methodologies. Experienced with ServiceNow or similar ITSM tools. Proven ability to analyze data, identify trends, conduct root cause analysis, and implement effective solutions. Proven ability to design, document, and implement IT processes. Excellent communication, collaboration, and interpersonal skills. Nice to Have Skills: ITIL certification (eg, ITIL 4 Foundation, ITIL Practitioner). Experience with data analysis and reporting tools. Experience in a Global Command Center environment. Problem Management Team Leadership Facilitation: Lead and develop a team of problem management professionals, providing coaching, mentorship, and performance feedback. Coordinate and facilitate Post Incident Review (PIR) meetings to identify root causes and lessons learned. Coordinate and facilitate Daily Operations Review (DOR) and EPEO Super Daily Operations Review meetings to maintain situational awareness and proactive problem identification. Co-Facilitate Monthly Continuous Improvement Review (MCIR) meetings focused on problem management effectiveness. Coordinate, facilitate, and track Business Facing Metrics (BFM) to ensure alignment with business priorities. Maintain the Global Incident Reporting Board (GIRB) to provide visibility into incident trends and resolutions. Coordinate, assist with, and track the completion of Executive Summaries for significant incidents. Lead and actively participate in Agile ceremonies (sprint planning, daily stand-ups, sprint reviews, retrospectives), contributing to planning, execution, and continuous improvement. Lead root cause analysis efforts for recurring incidents across Enterprise Technology and the GCC, driving collaborative corrective actions and preventing future disruptions. Govern root cause analysis processes, ensuring thorough investigations and effective solutions. Assist with ServiceNow incidents, requests, and enhancements related to the Problem process along with team of problem managers. Problem Management Process Ownership Governance: Design, document, and maintain Problem Management processes, including inputs, outputs, workflows, roles, responsibilities, escalation procedures, and metrics. Maintain process documentation (flows, procedures, work instructions) and related artifacts (SLAs, severity definitions). Ensure Problem Management processes align with ITIL best practices and industry standards. Identify and implement opportunities to improve processes, tools, automation, and technologies, optimizing Problem Management functions. Engage stakeholders to gather feedback, address concerns, and ensure process meets their needs. Ensure process training and communication is effective for all involved. Define, track, and report on Key Performance Indicators (KPIs) to drive process improvements. Collaborate with the Operations Product Manager, other ITSM process owners, Reporting lead, and the ServiceNow team to optimize tooling, prioritize enhancements, and ensure seamless process integration, addressing reporting requirements and assisting with related incidents, requests, and enhancements. Integrate Problem Management processes with other process owners. Identify and mitigate risks associated with the Problem Management process. Escalation: Act as a point of escalation during major incidents, including participation in a 24x7 on-call rotation. During on-call periods, responsible for providing guidance, facilitating communication, and assisting in decision-making to ensure timely resolution of service disruptions.
