Problem Management Resume Samples

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PE
P Eichmann
Perry
Eichmann
2925 Ansel Ville
San Francisco
CA
+1 (555) 927 8960
2925 Ansel Ville
San Francisco
CA
Phone
p +1 (555) 927 8960
Experience Experience
Philadelphia, PA
Problem Management
Philadelphia, PA
Gutmann Group
Philadelphia, PA
Problem Management
  • Analysing issues with existing discovery deployments, analyse and resolve the same
  • Performing NPLs (No Problems Later) for critical (Red) severity problems
  • Lead Root Cause Analysis investigations to successfully identify root causes of problems that impact the Capital Markets (front office technology) IT estate
  • Identify focal points then lead causal analysis investigations to successfully identify causes of problems that impact the Client Technology Infrastructure Operations and Technology IT estate
  • Support Senior Management by providing, or contributing to periodic reports and presentations
  • Adopt a culture of continual process improvement and best practice within region, with regional peers in global forums, to ensure processes and tools are effective
  • Track Problem governance metrics and continuously seek to improve the Problem management KPIs (daily/ weekly/ monthly basis) – e.g.: Problems open, closed, problems with no Post mortems done, Problems with no tasks, Problems ready for closure etc
New York, NY
Problem Management Lead
New York, NY
Bogisich-Goldner
New York, NY
Problem Management Lead
  • Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment
  • Sensitivity and urgency in dealing with line of business outages
  • Hygienic/compliant management of timely root cause action item completion
  • Responsible for working with lines of business to develop valid actions to reduce impact and/or TTR for GTI-owned issues (i.e. application resiliency; move to DR solutions, etc.)
  • ITIL V3 Certification
  • Analyzes GTI-owned issues to identify problem trends and chronic issues; communicate with technology owners; and facilitate plans of attack to ensure that GTI reaches its committed goal of reducing problems in the environment; eliminate defects; reduce impacts; and shorten time to repair, drive efficiencies
  • Analyze timelines for gaps and improvement opportunities related to detection, monitoring, meeting service levels, addressing recurring events, and identifying potential impact to other environments
present
Houston, TX
Quality & Problem Management Senior Specialist
Houston, TX
Pollich LLC
present
Houston, TX
Quality & Problem Management Senior Specialist
present
  • Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
  • Proactively identifies training opportunities for other staff to execute on the organizations overall goals
  • Assists with the updating of SOPs, work instructions, checklists and various other documents under Quality management, Problem Management and document control
  • Maintains inventory of problems under analysis and their current progress and status
  • Assists management with the administrative functions and coordination of Quality Recognition Programs, councils, and focus groups
  • Performs as technical evaluator for Help Files and Knowledge Articles
  • Performs as single point of contact for one or more Problems. Creates and updates the Problem Record, schedules and facilitates Problem Management meetings
Education Education
Bachelor’s Degree in Telecommunication Field
Bachelor’s Degree in Telecommunication Field
Colorado State University
Bachelor’s Degree in Telecommunication Field
Skills Skills
  • A strong team player
  • The ability to identify and progress initiatives which enhance continuous service improvement within the Global Problem Management team
  • Experience of managing highly complex problem investigations
  • Clear understanding of the importance of data quality
  • Assertive not aggressive
  • Articulate and structured in approach
  • Results driven and self motivated
  • Working as part of a Global Team
  • Analytical and logical
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15 Problem Management resume templates

1

Enterprise Incident & Problem Management Lead Resume Examples & Samples

  • Analyze and understand GTI / Firmwide incident trends; communicate with technology owners; and facilitate Service Improvement Programs to ensure that GTI reaches its committed goal of reducing problems in the environment; eliminate defects; reduce impacts; and shorten time to repair, drive efficiencies
  • Lead major stability programs - work with workstream leads to identify key deliverables as well as key metrics to show progress; lead core team meetings to review weekly updates as well as ensure progress
  • Lead major process improvement programs - work with GTI technology towers and lines of business globally to ensure the effectiveness and efficiency of Incident & Problem Management processes
  • Cross technology background in areas such as networks, distributed systems, desktops and mainframes
  • Knowledge of corporate toolsets such as Service Manager (incident/problem) and ECMS (change) are desired
  • Excel Knowledge, ability to dissect large data files, utilizing formulas, minor scripting, and filtering
  • Basic Knowledge of SQL queries and Regular expressions
  • Proficient in pattern recognition
  • Bachelor's Degree or equivalent experience; Master’s Degree desired
  • Experience in Cognos products desirable
2

Problem Management Resume Examples & Samples

  • Interface with application/production/infrastructure work streams (Incident, Release, Front Office Production Support, and Change) to highlight key problems and initiate error resolution activities which out trading applications run. Job Background/Context: The new hire will join a business aligned problem management team and will work with the support, development and infrastructure teams to help stabilise and enhance the underlying application platforms
  • Lead Root Cause Analysis investigations to successfully identify root causes of problems that impact the Capital Markets (front office technology) IT estate
  • Track the completion of problem root cause and error resolution tasks
  • Perform regular Problem Management meetings with Application/Business/Development areas to track progress of error resolution tasks
  • Assist line manager periodically with Audit and Problem governance metrics. Train staff periodically on ITSM toolsets /processes and procedures
  • Be able to take ownership of adhoc / scheduled reports
  • Balancing fast time to market (client delivery) with proper Governance, Compliance, and Audit mandate
  • Confident communicator at all levels. Ability to define realistic targets and indentify logical suggestions for Complex technical issues
  • Previous role in Financial Services sector desirable – having an interest / capability to learn the sector is essential
  • Ability to interact successfully with global teams in US / Asia / Europe
  • This role will be suitable for a person in a service management role within a globally distributed complex environment
3

Problem Management Resume Examples & Samples

  • Subject Matter Expert (SME) in region for the Problem Management function
  • Key contact in region for all IT teams
  • Perform Post Mortems for medium (Amber) severity problems
  • Performing NPLs (No Problems Later) for critical (Red) severity problems
  • Chair and facilitate production problem review meetings
  • Adopt a culture of continual process improvement and best practice within region, with regional peers in global forums, to ensure processes and tools are effective
  • Support Senior Management by providing, or contributing to periodic reports and presentations
  • Work with internal clients to identify new requirements and deliver a high quality solution
  • Contribute to the creation of new strategies and objectives for problem management
  • Partake in regional stability initiatives
  • Adherence to problem management policies. (action closure checks, exception reporting)
  • Ensure all business aligned PTG problem managers are following the required processes and procedures
  • Police data quality within the problem management tool
  • Promote the efficiency and effectiveness of the problem management process (e.g. data quality / exception reporting)
  • Use KPI's to deliver the required problem management discipline across the organization
  • Interface with other regional problem managers as required. (e.g. to ensure lessons learned are shared globally)
  • Lead regional pro-active problem management initiative in region. (Identify trends and potential problem areas)
  • Knowledge of NPL process (execution, process, deliverables, etc.)
  • Expert knowledge of Post Mortem process (execution, process, deliverables, etc.)
  • Proven problem management policy, process and reporting knowledge
  • Problem analysis (RCA) skills – including methods such as Ishikawa / Timeline
  • Data analytics and trend analysis skills
  • Solid senior management reporting and relationship management skills
  • Good understanding of complex situations
  • ITIL framework knowledge
  • Good organizational awareness
  • Internal tools (PTS, Office-Suite, Intranet, Sharepoint, etc.) knowledge
  • Knowledge of other ITIL Service Operations, e.g. Incident & Change Management
  • Solid interpersonal skill (all levels)
4

Problem Management Lead Resume Examples & Samples

  • Manages the formal GTI root cause review process with impacted lines of business, ensuring that quality and in-depth root cause reviews occur as soon as reasonably possible for all P1S1 issues; all failed changes that cause impacting incidents, and all meaningful requests from other lines of business to review P1/S2, P1/S3, and non-P1 issues
  • Responsible for developing, assigning, and tracking actions to appropriate parties as part of the root cause review. These actions will ensure the problem does not reoccur; or will resolve process or documentation issues that could contribute to longer TTR
  • Partner’s with LOBs to achieve their Service Improvement Initiatives, by looking for opportunities within GTI. Works closely with GTI Towers and Service Owners
  • Strong cross technology background in areas such as network, distributed, end user and mainframe
  • Knowledge of corporate toolsets such as Service Manager (incident/problem) and ITSM (change) are essential
  • Excellent presentation skills and ability to lead meetings
  • Demonstrated ability to be a collaborative team player
  • Possess excellent writing/analytical skills as well as the ability to be detailed and process oriented
  • ITIL foundations required, certification desirable
5

CIB Global Problem Management Resume Examples & Samples

  • In-depth knowledge and understanding of Problem Management practices, skills and tools
  • Broad understanding of technology frameworks across mainframe, midrange and distributed
  • Proven ability to influence others across all contributing teams and disciplines
  • Committed to process improvement, LEAN and/or Six Sigma training a plus
6

Global Problem Management Resume Examples & Samples

  • A minimum of 7 years experience in Technology, Application Development or Infrastructure experience a plus
  • Proven ability to design and implement technical solutions
  • General understanding of Financial Services and key drivers of business performance
  • Demonstrated leadership skills and ability to successfully partner across organizations
  • Strong oral and written communication skills, ability to communicate with senior Technology management
7

Global Problem Management Resume Examples & Samples

  • A minimum of 7 years experience in managing technology projects
  • Experience with projects in multiple technologies and functions
  • Experience managing resources that are geographically distributed and culturally diverse
  • Proven ability to make complex decisions based on experience, analysis and judgment
  • Proficient in Microsoft Office Suite and familiarity with Microsoft Project is preferred
8

Assistant Manager, Problem Management Resume Examples & Samples

  • University graduate with 2-3 years of customer experience is preferred
  • Strong customer service mind and customer service-oriented
  • Excellent command of English and Chinese verbal and writing skills
  • Good communication, interpersonal and presentation skills
  • Confident and assertive
  • Able to work independently and work under pressure
  • Strong PC Skills: MS Word, Access, PowerPoint, especially strong Excel skill is a must, preferably have knowledge in basic Macro
  • Equip with facilitation skills and strong analytical skills an advantage
9

VP-problem Management Resume Examples & Samples

  • Manage the full lifecycle of the ITIL Problem Management Process to organization standards, including Priority Critical and Priority 1 incidents
  • Through analysis and trending, proactively identify opportunities to eliminate or reduce incidents
  • Lead Root Cause Analysis activities to successfully identify root causes of problems
  • Proactively identify problem trends and known error conditions and work towards a permanent solution
  • Perform detailed technology analyses to highlight weaknesses and make recommendations for improvement
  • Work with design/architecture teams to ensure best practices are adopted to ensure stability and supportability of applications and infrastructure
  • Perform trend analysis and pinpoint potential high-risk areas, and initiate resolution activities based on statistical data provided by Problem Analysts, the Incident Management Team or PM Tools
  • Track the implementation of problem resolution tasks
  • Conduct regular Problem Management meetings with Application Owners, Client Service Managers and infrastructure groups, to track progress and highlight issues
  • Meet regularly with senior development and infrastructure managers and client service heads to identify problem areas and report on progress
  • Escalate high priority and major problems not resolved within defined timeframe to team leaders and/or Global Head of Problem Management
  • Address GTO stability targets through a demonstrable reduction in errors in production
  • Actively monitor processes, tools and data quality to ensure consistency across Problem Management
  • Ensure appropriate vendor interaction in a multi-vendor environment
  • Ensure daily coverage of the Problem Management process within the Command Centre
  • Provide regular and reliable reporting of Problem Management data to meet management requirements
  • Continuously seeks to improve team performance
  • Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution
  • Mentors and coaches staff within the team by providing career development and counselling, as needed
  • Provides inputs to Talent Management process and takes ownership of people related topics
  • Identifies team bottlenecks (obstacles) and takes appropriate actions to eliminate them
  • Participates in team training events, where appropriate
  • Extensive Problem Management experience (ITIL V3)
  • Experience in managing highly complex problems requiring active involvement from multiple SMEs
  • Strong analytic/diagnostic skills and attention to detail
  • Strong communications skills and ability to interact effectively at all levels of the organization
  • Ability to interact successfully with a global team in multiple time zones
  • Ability to influence across the organization
  • Familiarity with Service Management toolsets (e.g. ServiceNow)
  • Results driven and self motivated
  • Articulate and structured in approach
  • Assertive not aggressive
  • Analytical and logical
  • Experience of managing highly complex problem investigations
  • The ability to identify and progress initiatives which enhance continuous service improvement within the Global Problem Management team
  • Working as part of a Global Team
  • Clear understanding of the importance of data quality
  • Problem Management is a fast paced environment and team members must be adaptable to changes in both work priority and commitments in line with business needs
10

Major Incident & Problem Management Manager Resume Examples & Samples

  • Ensure incidents are managed to resolution and as quickly as possible through effective coordination of resources, appropriate escalation and meeting facilitation
  • Collaboratively work with IT service owners and support teams to determine root cause analysis, develop action plans to prevent recurrence of incidents and problems as well resulting tasks to completion
  • Identify and development opportunities to mature the Incident and Problem Management processes including facilitating review meetings, document learnings and developing implementation plans to address fall-out and mitigate future risks
  • Develop, document and implement new and/or modified procedures as required using multiple vectors (post incident reviews, performance metric, etc)
11

Problem Management Resume Examples & Samples

  • Lead Problem Reviews of 3 Major Incidents
  • Gather process flows and research the infrastructure prior to the start of investigations
  • Identify focal points then lead causal analysis investigations to successfully identify causes of problems that impact the Client Technology Infrastructure Operations and Technology IT estate
  • Ensure necessary reports (RCAs, Post-Mortem Reports) are delivered in a timely manner
  • Manage the lifecycle of IT problems
  • Create and foster cross-functional relationships
  • Work with development, support and infrastructure teams to determine effective long-term remediation and/or a permanent fix
  • Track problem resolution tasks and document evidence of their completion
  • Maintain problem reports (post-mortem reports) so that they are current
  • Support Problem Management Reporting (KPIs and customer SLAs)
  • Maintain and improve production stability
  • Drive remediation vs mitigation
  • Ensure global proactive remediation
  • Be able to take create and analyze ad-hoc and scheduled reports (in Excel, Cognos, and ServiceNow)
  • Certifications such as CISA, CISSP, CBAP, PMP, or CRISC a plus
  • ITIL Service management (or equivalent) work experience
  • Confident communicator at all levels (from technicians to senior managers)
  • Experience interacting with senior management, direct line management, and stakeholder management
  • Broad technical experience / interest (application/ infrastructure)
  • Have the ability to interact successfully with global teams in US / Asia / Europe
12

Problem Management Resume Examples & Samples

  • Produce MIR’s for all P1 incidents (and P2, depending on the contractual agreement)
  • Interface with Incident Managers to provide Root Cause/Trend analysis on incidents
  • Use trend and root cause analysis to investigate repeat problems, establish common trends that may cause a fault to arise and establish trends for SLA misses
  • Record, manage and escalate service problems as appropriate
  • Use Problem Register to review the problems currently open to aid in chasing referral groups and to share with Service Management
  • Log known errors on the database and keep up to date
13

Manager of Problem Management Resume Examples & Samples

  • Best IT practices, industry standards, and a deep knowledge of ITIL processes (change, release, incident and problem management) are applied to daily responsibilities
  • Understanding the products, services, and service levels (both agreed and implied), is key to success
  • In addition, knowledge of the Fiserv systems, processes, and business culture provides a basis to develop and maintain credible relationships
  • Building rapport and driving continual improvement both internally (team centric) and enterprise wise (process and stakeholder centric) are critical and expected
  • Experience delivering technology solutions
  • Solid experience in process development, deployment and operation
  • Solid experience of continual service improvement programs
  • Strong root cause analysis, problem solving, and analytical skills
  • Ability to track tasks, make assignments, effectively delegate and deliver on commitment dates
  • Effectively interact with various levels of management and stakeholders
  • Excellent communication skills, clear, concise, both verbal and written
  • Strong foundation in various areas of Information Technology
  • Excellent process execution and administration
  • Excellent coordination and facilitation skills
14

Incident & Problem Management Resume Examples & Samples

  • Experience from working in an international matrix organisation
  • Min. 4-6 years of experience with IT project work covering specification, design, development or implementation of IT solutions
  • Excellent communication skills, comfortable working with different countries across multiple time-zones
  • Strong experience with application management and support processes including use of tools and ITIL processes; preferred candidates have an ITIL certification
  • Experienced in the use of office desktop applications and tools (e.g. Microsoft Office)
  • Ability to collaborate and communicate with external parties, primarily with customers, vendors and consultants
  • Ability to work in teams as well as independently and be able to multitask due to the many different system management assignments
15

Problem Management Manager Resume Examples & Samples

  • Identifying, recording, classifying, investigating, diagnosing, and escalating, as required, IT Environment Problem
  • Proactively preventing the occurrence of IT Environment Problems, including performing trend analysis and early warning diagnostics and providing preventative maintenance
  • Performing root cause analysis of the IT Environment Problem
  • Implementing (or coordinating the implementation by IT Environment Vendors, if applicable) permanent fixes or resolutions for IT Environment Problems, where technically possible, and, where this is not technically possible, implementing workarounds for the applicable IT Environment Problem; and
  • Providing and following both reactive and proactive IT Environment Problem management techniques and procedures, including coordinating activities and tasks required from IT Environment Vendors, as required to remediate each IT Environment Problem
  • Act as a Knowledge Manager by establishing, maintaining and developing knowledge management database containing resolutions and answers to minor IT Environment Problems and making such database available to End Users at all time
  • Candidates must have a university degree/college diploma and/or 5 - 7 years’ experience in the IT industry
  • Proven knowledge of a significant segment of client business and/or industry standards
  • Proven ability to work under pressure and operate effectively and efficiently in crisis situations
16

Problem Management, Manager Resume Examples & Samples

  • 5 years working experience in service quality management or market research, preferably in banks or financial institutions
  • Excellent critically thinking and analysis skills, problem solving capacities
  • Excellent written & spoken English & Chinese (Cantonese & Putonghua)
  • Good attitude, strong interpersonal & communication skills
  • Able to work under pressure & meet deadlines
17

Problem Management Lead Resume Examples & Samples

  • Attend the weekly Global Problem Management (GPM) Problem Leads call to represent Investor Services (IS)
  • Work with the GPM team to
  • You can demonstrate an awareness of production management demand drivers and understanding of the bigger picture around production processes
  • You will have excellent data analysis skills - able to dissect large amounts of production-related metrics and identify recurring themes & trends
  • You will have experience in working with senior stakeholders and ability to communicate clearly at all levels, written & verbal
  • You will have had hands-on experience in IT Service Delivery management
18

Problem Management Head ICG Resume Examples & Samples

  • Reactive problem Management:- Getting involved immediately after service-impacting incidents and ensuring the root cause analysis is carried out in a structured and methodical way and that all remediation activities identified are completed in a timely manner, overall reducing the risk to the organisations technology systems
  • Proactive Problem Management:- Focusing on analysis and trends, creating proactive initiatives across the technology environments and teams to drive improvement initiatives which are results-driven for the EMEA business
  • Chairing Post-Mortem Reviews (PMRs) for high profile sector businesses
  • Managing and prioritising the workload of the direct teams and virtual teams providing support to the improvement initiatives
  • Communicating process changes and updates to the businesses in the region
  • Identifying and defining targeted improvement initiatives within the process and wider technology business
  • On-going review of risk management strategies within the region with respect to problem management
  • Minimum 5 years of working experience in IT Operations and 2 years within a problem management background
  • Ability to interact with sub-ordinates, peers and senior management in a constructive and business-focused way
  • Strong communication (verbal and written) and presentation skills
  • ITIL Practitioner or Manager Certified
  • Experience dealing with infrequent requests from auditors and regulators
19

Problem Management SME Resume Examples & Samples

  • Be recognized as the subject matter expert for a Tower Assignment Group
  • Responsible for Ownership and Coordination of actions of problems arising in that Tower
  • Perform root cause analysis, identify Known Errors and coordinate actions to fix the errors
  • Review the Problem Trends and Plan and Drive an Improvement Plan
  • Proactively identify problems, analyzing and recommending Service Improvement plans with the possible solutions obtained from technical teams for department or business unit
  • Prevent the replication of Problems across multiple systems by identifying root cause
  • Maintain inventory of problems under analysis and their current progress and status in ServiceNow
  • Follow up issues and progress with problem owners where necessary
  • Produce Problem Management reports and management information as needed
  • Coordinates meetings to resolve problems including Post Incident Reviews and follow up
  • Chair the Fault Management Board meeting by assignment rotation
  • Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party
  • Need to have innovative approach as problems are unique and need to use different RCA techniques
  • Good Interpersonal skills and organizational skills required
  • Self-driven, Self-starter
  • Demonstrate a Can–do attitude
  • Strong interpersonal skills and organizational skills
  • Strong analytical skills are a must
  • Promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to required standards and processes
  • * THE IDEAL CANDIDATE CAN WORK IN EITHER RIVERWOODS, ILLINOIS OR THE BUCKEYE DATA CENTER IN OHIO ***
  • 3+ years’ work experience
  • Must have experience with Problem Management or Incident Management is desired
  • Prior Experience with Problem Management or Incident Management
  • Prior experience with and knowledge of DFS Internet Hosting is desired
  • Any Graduate
  • ITIL foundation certification desired
20

Problem Management Lead Resume Examples & Samples

  • LOB ownership of the Problem Management Process
  • Growth and maturity development for detailed and thorough root cause analysis to prevent future incidents
  • Holistic and proactive service improvements across CCB Technology
  • Thematic and trend-oriented remediation capability development across all facets
  • Team management for 8+ Problem Managers
  • Drive partnership with CCB CTOs and CIOs to drive stability improvements
  • Evolve measurable stability KPIs
  • Firm-wide process owner partnership
  • Hygienic/compliant management of timely root cause action item completion
  • ITIL V3 Certification
  • Bachelors Degree level educated, or equivalent
  • Previous Problem Management experience preferred
  • 3+ years of team management experience
21

Problem Management Resume Examples & Samples

  • Previous experience of working in a specific ‘Problem Management’ role – suitable to a FTSE100 business. (This is not a ‘Incident’ role)
  • Must have the experience and gravitas to lead and manage and develop and team of Problem Analysts and Problem Managers
  • Ability to demonstrate experience of owning a ‘Problem’ end to end – and relevant interactions
  • Ability to follow an ITIL Problem model …
22

Problem Management Manager Resume Examples & Samples

  • IT or business related degree, or academic course without a degree
  • ITIL Foundation essential
  • ITIL Intermediate highly desirable
  • 3+ years experience in ITIL Incident & Problem Management
  • Ability to leverage service, data and metric methodologies would be a distinct advantage in maintaining high levels of service and identifying further improvement opportunities
  • Sufficient relevant technical history and expertise to add value and demonstrate credibility in server, storage, backup and web-hosting technology areas
  • Experience of working with external suppliers and support teams
  • Demonstrated ability for sound judgment with strong emphasis on quality, cost and service improvement
  • Six Sigma Green Belt / Black Belt
  • ITIL Expert
  • Ensure high quality of problem management is executed for GCs services to
23

Problem Management Expert Resume Examples & Samples

  • A minimum experience of 3 years in network operations related position is required
  • A minimum experience of 1 year within IOC / IPE team ( Senior Specialist )
  • Cisco Certified Network Professional (CCNP) or Cisco Certified Internetworking Professional
  • (CCIP) or equivalent hands-on experience is required
  • Scope of technical expertise must include some the following Experience
24

Quality & Problem Management Senior Specialist Resume Examples & Samples

  • Coordinates the logistics around and conducts related audits of incidents, service requests and calls, including sample selection, documentation, and communication of results. Ensures compliance with knowledge management requirements, processes and procedures
  • Deconstructs ticket (s) to identify issue life cycle versus root cause
  • Interprets and implements quality assurance standards
  • Assists with the administration, collection, and analysis of customer-based surveys, including tabulation and reporting of the results; sampling and contacting users that provide low scores and/or escalate to management
  • Assists management with the administrative functions and coordination of Quality Recognition Programs, councils, and focus groups
  • Performs as technical evaluator for Help Files and Knowledge Articles
  • Performs as single point of contact for one or more Problems. Creates and updates the Problem Record, schedules and facilitates Problem Management meetings
  • Responsible for Problem ownership and action coordination
  • Records root cause, identifies and Known Errors and coordinates actions to fix the error. Communicates known errors to service desk teams
  • Tracks corrective actions to closure
  • Maintains inventory of problems under analysis and their current progress and status
  • Follows up issues and progress with Problem Owners where necessary. Works with all internal technical teams, Service Management and external stakeholders
  • Produces Problem Management reports and management information
  • Ensures conformance to and provides high level of expertise on Problem Management tool (s), Knowledge Management tool(s) and Quality Management tool(s), processes, and procedures
  • Adheres to and maintains high levels of expertise in all support processes, procedures, and quality expectations. Recommends process improvements when necessary
  • Accountable for submitting change requests in problem and knowledge management arena on behalf of team
  • Works quality and problem activities with ease and provides support for complex cases
  • Assists with the updating of SOPs, work instructions, checklists and various other documents under Quality management, Problem Management and document control
  • Ensures timely completion, management and control of problem and quality deliverables
  • Provides input to senior team members
  • Proactively identifies training opportunities for other staff to execute on the organizations overall goals
  • Serves as a mentor to more junior staff
  • Meets or exceeds all Service Level Targets, Goals and Objectives as identified
  • A minimum of five to seven years of equivalent experience or seven to nine years of related experience in Customer or Computer Support
  • ITIL Foundations V3 a plus
  • Ability to identify data trends and patterns that do not adhere to Policy or Procedure standards or requirements and escalate for mitigation
  • Ability to recognize errors, document and correct to meet organizational standards
  • Displays proficient Project and Problem Management skills and abilities
  • Ability to speak and communicate effectively and in an articulate and diplomatic manner
  • Ability to work independently with little supervision
  • LI-SJ1
25

DCC Problem Management Resume Examples & Samples

  • Must have experience with a Ticketing Management System
  • Must have experience in providing support and high level briefings to the customer
  • Be able to identify areas of improvement and recommending procedural changes that enables the Government to attain integrated outcomes that are effective
  • Experience overseeing a process to achieve the required program or project goals
  • Strong working knowledge of the Microsoft Office Suite and SharePoint
  • The position requires a degree from an accredited college in a related discipline and equivalent experience. Without a college degree, it requires a high school education with 13 years of information technology experience
26

Problem Management Resume Examples & Samples

  • Identify root cause analysis
  • Attend meetings and participate and/or lead conference calls. This position works in a 7X24X365 data center. On-call and weekend work is sometimes required
  • Facilitate corrective action reviews; review and present change requests; document meeting results and decisions
  • Knowledge application of Information Technology Infrastructure (ITIL) framework is necessary
  • Extensive use of Microsoft Office Suite, including Word, Excel and PowerPoint
  • Knowledge of Remedy ITSM Suite preferred
  • ITIL practitioner certification preferred (service/support)
27

AVP, Problem Management Resume Examples & Samples

  • Drive reduction in stability issues within the IT organization through effective root cause analysis
  • Assist Incident Management team on Triage calls to understand business impact
  • Preforms thorough root cause analysis to identify the options for root cause removal and corrective actions to provide acceptable solutions and/or workarounds. Such options should address any people, process, logistic, and technology areas that have the potential to detrimentally impact LPL’s Technology Services
  • Oversee changes required to implement corrective actions, and once completed to liaise with the Service Owner to close problems
  • Capture information required to enable effective proactive problem analysis and reporting
  • Able to produce succinct business led problem reports and able to articulate reports at an Executive level
  • Apply a collaborative approach to root cause analysis, ensuring all parties impacting by the problem are included in discussions
  • Build strong stakeholder network with technology teams and business partners
  • Institutionalized problem management and root cause analysis best practices across IT
  • Coordinate and lead RCA sessions related to Priority 1 – 2 problems and as requested, Priority 3 problems
  • Document all required information in the problem record
  • Publish root cause investigation status, completion, and closure documents to interested stakeholders
  • Identify trends and patterns within the root cause findings and corrective actions to initiate proactive problem investigations
  • Ensure all tasks have an auditable outcome that provides evidence of completion
  • Act as mentor and coach to junior problem management staff
  • Provide training as needed to IT staff on problem management essentials
  • Lead problem review meetings, after action reviews to compile lessons learned and recommendations
  • Must have ServiceNow experience
  • At least 5 years of experience with the problem management processes, practices, disciplines and tools needed to ensure that IT services are provided as agreed between the customer and IT providers
  • ITSM, ITIL, and Incident and Problem Management Certification or designation desired
  • Excellent troubleshooting skills and the ability to document findings
  • Ability to understand complex business processes and technical environments and communicate them in a clear and concise business impact terms
  • Understanding the management of a technical operations center
  • Design, implement and manage the Problem Management process including creating and updating all Problem Management documentation
  • Conducting awareness campaigns and training on the Problem Management processes
  • Direct activities and establish guidelines for problem management activities
  • Ensure RCA Task updates are provided monthly
  • Coordinate and drive all activities during the problem life-cycle from After Action reviews, throughout RCA development, problem ticket/task updates, throughout the PM ticket closure to prevent issues from happening again
  • Ensure that technology teams are following problem management processes
  • Goals for the Problem management area are established and maintained and implemented as appropriate
  • Lead post incident reconvene meetings through to root cause, and vendor engagement
  • Ensure that problem details are gathered to provide necessary communications to customer and BTS teams
  • Assist with audit of the problem management process to support Continual Service Improvement
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Enterprise Problem Management Resume Examples & Samples

  • Coordination of technical information related to significant business impacting events
  • Creating and managing problem investigation records, problem known errors, and related tasks
  • Writing executive level documentation for highly visible reviews
  • Sending appropriate communications throughout the lifecycle of a problem review
  • Satisfying Problem Management policy, standards, and process guidelines
  • Facilitation of required meetings
  • 5+ years of Technology experience within a Bank of America support/operations environment or within the financial services industry
  • Demonstrated ability to manage multiple assignments and prioritize work in a timely manner
  • Strong analytical skills to lead the resolution process for complex problems where analysis of situations or data requires an in-depth evaluation
  • Strong business acumen, being able to understand Bank of America specific processes, locations, products and services
  • Proven ability to communicate complex technology solutions across differing audiences including technical, managerial, business executives, and/or vendors
  • Version 2 or 3 of ITIL Certification
  • Demonstrated judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criterion for obtaining results
  • Meeting facilitation, consulting skills
  • Critical thinking/analytical skills across a spectrum of technical areas
  • Proven ability to communicate complex information in simple terms (oral and written) for both technical and business teams
  • Understanding of bank problem management processes
  • Understanding and previous use of ITSM