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Global Problem Manager

Harvard Partners, LLP, Trusted Advisors to IT
Norwich, CT Remote Full Time
POSTED ON 4/21/2024
As the Problem Manager, you will be responsible for delivering effective problem management across the Company’s Ecosystem. The Problem Manager role will be focused on owning all problem tickets through to satisfactory resolution within SLA and preventing the reoccurrence of incidents. This is a hybrid onsite/remote role; candidates must be able to come onsite a few days a week, flexibly.

Responsibilities:
  • Manage the investigation of all problem tickets throughout the problem lifecycle for major incidents
  • Conduct Problem Investigation Review meetings
  • Identify and communicate known errors and workarounds
  • Ensure problems are mitigated quickly to prevent a recurrence
  • Ensure Root Cause Analysis reports are produced within SLA
  • Ensure Corrective Actions are identified and implemented within agreed timelines
  • Ensure that post-implementation monitoring is conducted before resolving the ticket
  • Maintain data accuracy and completeness of all problem tickets within ServiceNow
  • Ensure timely and appropriate communication with all stakeholders
  • Ensure compliance with established Problem Management policies, processes, and procedures
  • Work with the Problem Management team to identify and implement continual service improvements that add value to the business and the customer experience
  • Ensure effective communication, work collaboratively with relevant parts of the business, and that knowledge and best practice is shared to optimize performance
  • To develop and use a range of performance measures to regularly monitor the effectiveness and efficiency of problem management
  • Production of relevant and useful management information
  • Be the focal point for all problem management questions or issues

Qualifications:
  • 5 years of experience in a problem management role in a large organization
  • Strong working knowledge of industry-recognized problem management techniques (e.g. Kepner-Tregoe, 5 Why’s, etc)
  • Ability to communicate, both verbally and in writing
  • Able to demonstrate an ability to work collaboratively with stakeholders and suppliers including those in other time zones
  • Able to work to agreed timescales and SLA’s
  • Experience in chairing Problem Investigation Review meetings
  • Good working knowledge of data analysis techniques
  • Good working knowledge of standard reporting tools and techniques
  • Good working knowledge of the ServiceNow ITSM tool
  • Relevant industry and professional certifications an added plus (e.g. ITIL Foundation v4, COBIT, etc)
  • Able to demonstrate the ability to achieve objectives under pressure
  • Combination of education, training and experience to degree level or higher in a technical and/or analysis discipline

Salary.com Estimation for Global Problem Manager in Norwich, CT
$126,543 to $166,964
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