Problem Manager

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.,