You will manage and mentor a team of problem managers, guiding them in delivering top-tier root cause and incident response analysis, identifying and completing repair items, and cultivating a blameless learning culture. You will lead problem management conversations with precision and urgency, partnering with Site Reliability and Application Development Engineers to research production incidents and develop post-incident analysis. Throughout the Problem Management lifecycle, you will communicate status and progress to senior leadership, ensuring incidents are thoroughly addressed and preventative measures are implemented to avoid recurrence.
Job responsibilities
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Lead and develop a team
of problem managers, providing coaching, guidance, and performance management to ensure high standards and continuous professional growth. -
Oversee root cause analysis (RCA)
on major impacting incidents and standard incidents with potential for impact, ensuring your team identifies root causes and tactical/strategic actions. -
Coordinate, convene, and facilitate
major problem review meetings across the North America region and other regions as needed, ensuring effective collaboration and follow-through. -
Proactively analyze and define problem areas,
developing and driving strategic efforts across all levels of priority/severity, and applying RCA lessons learned across the technology environment. -
Partner with business resources
and develop actions to eliminate recurrence on business-owned incidents, ensuring alignment with business objectives. -
Collaborate with subject matter experts
to refine operating processes and procedures, delivering and restoring service more efficiently. -
Ensure accuracy and timely progression
of problem records through the Problem Management process, maintaining information in ServiceNow and other artifacts as necessary. -
Own and run stability and service level improvement programs
for applications/services, as well as other initiatives, using an agile approach. -
Drive continuous improvement initiatives
and implement best practices in Problem Management, fostering a culture of learning and innovation. -
Communicate effectively
with senior leadership, providing regular updates on status, progress, and key metrics related to problem management activities.
Required qualifications, capabilities, and skills
- 5+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services, with at least 2 years in a leadership or management capacity.
- ITIL Foundation certification or higher preferred, with exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework.
- Experience managing Root Cause Analysis (RCA) in a system of record such as ServiceNow.
- Proficient in pattern recognition and data correlation, with strong analytical and problem-solving skills.
- Advanced Excel knowledge with the ability to dissect large data files, utilizing formulas, minor scripting, and filtering.
- Demonstrated ability to lead, influence, and work with multiple teams across regional boundaries and communication channels.
- Proven ability to lead technical conversations with various application support groups, including technical leaders, IT professionals, developers, and architects.
- Strong organizational skills with the ability to track progress and ensure deliverables are met within prescribed timelines until full problem closure.
- Cross-technology background in disciplines such as Cloud Engineering, Networking, Site Reliability Engineering, or Technology Support.
- Understanding of observability and monitoring tools and techniques.
- Excellent communication, technical writing, presentation, and relationship management skills.
- Experience managing high-pressure situations and making decisions quickly to minimize impact on business operations.
- Ability to foster a culture of learning and collaboration, working effectively in a diverse and inclusive environment.
Preferred qualifications, capabilities, and skills
- Working knowledge of dashboard reporting using Tableau, PowerBI, Qlik, and other such tools.
- Practical knowledge of engineering principles, design patterns, and failure mode-effects analysis.
- Practical experience with public cloud.
