Job
Description
Role Overview: You will be responsible for conducting reactive root-cause analysis and proactive trend analysis within IT and Customer Operations to identify and eliminate systemic issues. As a Problem Manager, you will manage problems identified via the Major Incident process and other channels, while providing guidance to cross-functional team members on the impacts of identified problems and related processes. Your role will involve collaborating with cross-functional teams, gathering product feedback, making prioritization decisions, and ensuring alignment on system design and product roadmaps. Key Responsibilities: - Develop, implement, and maintain the organization's Problem Management process in alignment with ITIL standards. - Perform detailed Root Cause Analyses (RCAs) for major incidents and recurring problems to identify underlying causes and ensure effective resolution. - Collaborate with cross-functional teams to implement permanent solutions for identified problems. - Analyze incident trends and system performance to proactively identify and mitigate potential issues. - Create and maintain comprehensive problem records, documenting RCAs, known errors, and resolution steps. - Provide regular updates on problem investigations and resolutions to stakeholders. - Identify opportunities to enhance the Problem Management process and implement best practices. - Educate team members and stakeholders on Problem Management processes and tools. - Conduct regular meetings and provide leadership to a cross-functional team regarding support operations. - Produce trend analysis of recurring Problems/Incidents and develop statistics and reports. - Contribute to the design, development, and testing of changes related to Problems. - Identify areas of improvement within the Technology processes and deliver improvements in process, tools, quality, and system design. - Act as an escalation point for technical and transactional issues within Customer Support. - Manage Major Incidents and Problem cases, including diagnosis, logging, communication, and escalation. - Manage executive level customer escalations and communicate updates and final resolutions. - Work independently to research subject matter and interact with various groups to exchange information. - Support business cases and drive issue prioritization using Support Knowledge Base. - Utilize ITSM tools like ServiceNow and JIRA for problem management activities. Qualifications Required: - Degree in Computer Science, MIS, Engineering, or related discipline/experience. - 7+ years in a technical/customer-facing support role within an agile environment, with 2+ years of Problem Management experience. - Strong understanding of ITIL Problem Management process. - Experience with CRM tools such as Salesforce. - Hands-on experience with Incident Management, Change Management, or other ITIL disciplines. - Strong problem-solving and critical-thinking abilities. - Familiarity with IT systems, applications, and infrastructure. - Experience managing cross-functional teams and working collaboratively with stakeholders. - Excellent knowledge of analysis and productivity tools. - Technical mindset with attention to detail. - Strong organizational, leadership, and communication skills. - Ability to work well in a team and resolve conflicts effectively. - Project management skills and ability to lead meetings and drive decisions.,
