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Problem Manager

Lokalita Košice
Sektor
Typ Práce Trvalý pracovný pomer
Platové ohodnotenie 1 400 - 1 700 EUR
Publikované 3 dňami
Kontakt Jopeková Martina
Ref. Č. 3-10-33432

Popis Práce

  • Problem Manager is responsible for managing the Problem management in accordance to Diebold Nixdorf method based on ITIL best practices.
  • Reviews the efficiency and effectiveness of the Problem control process
  • To be proactive in identifying problems, perform analyses and recommend Service Improvement plans with the possible solutions obtained from technical teams
  • Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
  • Drive all problems towards root cause identification and permanent fix
  • Overall ownership and coordination of preventative actions related to problem records in line with global and local requirements
  • Coordinates meetings with Preventative action owners and document progress where necessary
  • Responsible for documenting known errors in the KEDB (Known Error Database)
  • Produces Problem Management reports and management information
  • Maintains inventory of problems under analysis and their current progress and status
  • Work with all internal technical teams, Service Management and Customer/3rd party on high priority problems.
  • Direct Contact towards the customer in regards to RCA’s, trend analysis and preventative measures
  • Provide post mortem RCA documentation for Major Incidents into Leadership
  • Supports escalation from Management and Customer perspective

Požiadavky

  • Excellent management, interpersonal, communication, presentation, and organizational skills
  • Ability to understand customer expectations and ensure excellent service in direct and indirect manner
  • General IT Environment concept knowledge
  • Self-driven to achieve goals independently as well as work in team
  • Ability to unlock potential of the team on professional level
  • 5+ years’ experience working in an IT Service Management area
  • 2+ years’ experience in Problem Management Process
  • Ability to speak English B2+ (second foreign language: German would be a plus)

Benefity

Iné poznámky

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