Problem Management Lead

Key Responsibilities:

Problem Management Process Oversight

• Own and manage the Problem Management process in alignment with industry best practices.
• Develop, implement, and maintain problem management policies, procedures, and workflows.
• Ensure timely and accurate recording, classification, and prioritization of problems.
• Partner with Agile application teams to investigate recurring issues across sprints.
• Promote a culture of continuous improvement by embedding Problem Management into Agile delivery processes.

Root Cause Analysis and Resolution

• Conduct thorough investigations of major incidents to identify root causes.
• Collaborate with cross-functional teams to develop corrective and preventive actions.
• Track and manage the implementation of permanent solutions to prevent incident recurrence.

Proactive Problem Identification

• Analyze incident trends, historical data, and monitoring reports to identify potential problems.
• Drive proactive problem resolution by addressing potential service interruptions before they impact users.

Reporting and Metrics

• Generate regular problem management reports, including trends, root cause analysis outcomes, and process performance.
• Define and track Key Performance Indicators (KPIs) to measure the effectiveness of the Problem Management process.

Stakeholder Collaboration

• Work closely with Incident Management, Change Management, and other Service Management teams to ensure seamless integration of processes.
• Communicate effectively with stakeholders, providing updates on problem investigations and resolutions.

Continuous Improvement

• Identify and implement process improvements to enhance the efficiency and effectiveness of Problem Management.
• Educate and mentor teams on Problem Management practices and the importance of root cause analysis.

Qualifications:

Education and Experience

• Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience).
• 5+ years of experience in Service Management, with at least 2 years in Problem Management or a related role.

Skills and Competencies

• Strong knowledge of ITIL frameworks; ITIL Foundation Certification required (Intermediate or Expert preferred).
• Experience with ITSM tools (Jira Service Management).
• Proficiency in root cause analysis techniques (e.g., 5 Whys, Fishbone Diagram, Fault Tree Analysis).
• Exceptional analytical and problem-solving skills.
• Excellent communication, facilitation, and interpersonal skills.

Preferred Experience

• Experience working in an Agile/DevOps environment.

Benefits

• We want you to be your best self and to pursue your passions!
• Health and wellness benefits/programs to support holistic employee health
• Flexible hours and working schedules, as well as parental leave for new parents
• Growing organization with career pathing anddevelopmentopportunities
• Tons of perks and extras in every location for all Phenoms!