Problem Manager Resume Samples

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LA
L Abbott
Leif
Abbott
3204 Nitzsche Burgs
San Francisco
CA
+1 (555) 660 4237
3204 Nitzsche Burgs
San Francisco
CA
Phone
p +1 (555) 660 4237
Experience Experience
Dallas, TX
Problem Manager
Dallas, TX
Kihn-Durgan
Dallas, TX
Problem Manager
  • Perform and analyse Incident Management reports to perform Problem Management reviews and RCAs
  • Establish and manage process performance objectives and take responsibility for the end-to-end performance
  • Establish strong working relationships with business Service Managers, Service owners and wider business stakeholders to drive service improvement
  • Establishes a process framework for quick hit and longer term process development work
  • Provide feedback on the effectiveness and end-to-end Problem Management Process workflow to the Account Process Leader
  • Good working knowledge of ITIL Service Management framework,
  • Work with resolver groups to understand root causes, lessons learnt and working with teams to drive through process, improvements
New York, NY
Incident & Problem Manager
New York, NY
VonRueden, Bosco and Zulauf
New York, NY
Incident & Problem Manager
  • Contributes to evolving and maturing the incident management process so it integrates with other processes (problem and change management) and tools
  • Monitoring the effectiveness of the Incident and Problem Management processes and makes recommendations for improvements
  • Work closely with Change Management leader on major incidents and correlate them to requested changes
  • Monitoring the effectiveness of incident/problem management and making recommendations for improvement
  • Developing and maintaining incident/problem management systems and processes
  • Establishes regular communication with relevant IT management and the business regarding the status of incident tickets and adherence to the incident management process
  • Make recommendations for service process improvement plans
present
Dallas, TX
Senior Problem Manager
Dallas, TX
Hoppe and Sons
present
Dallas, TX
Senior Problem Manager
present
  • Assist with Configuration Management Implementation, Release Management Implementation, Operational Readiness Review Implementation
  • Actively work to fine tune Problem Management Module in ServiceNow and test changes in development environment
  • Run and Manage Numerous Problem Management related reports
  • Build a strong relationship with technology and business partners; develop your network
  • Perform the management of both reactive root-cause analysis (RCA) and proactive trend analysis
  • Production of statistics and reports to demonstrate performance of the Problem Management process
  • Provide support and assistance to other Operations team members including participate in weekly Lead meetings
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Auburn University
Bachelor’s Degree in Computer Science
Skills Skills
  • Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe
  • Capable of working well under pressure while dealing with unexpected problems in a professional manner
  • Excellent analytical and communication skills including ability to provide clear and concise status to senior management
  • Ability to research and resolve problems, acquire and maintain knowledge of relevant software solutions and support firm policies and procedures
  • Solid technical knowledge
  • Excellent knowledge of all ITIL service delivery and service support processes
  • Strong ITSM Process depth and breadth for Problem management function. Sound knowledge on other process areas including Governance
  • Ability to work under strong pressure related to scale of business impact
  • Ability to learn quickly
  • Developed skills in knowledge sharing by actively contributing knowledge
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15 Problem Manager resume templates

1

O&t-senior Problem Manager Resume Examples & Samples

  • Minimum 10 years relevant work experience in IT Operations or related field
  • Comprehensive Knowledge of IT Infrastructure Library (ITIL) framework with emphasis on the Incident and Problem Management process and procedures
  • Good interpersonal relationship
  • Boundary spanning i.e. ability to deal with various levels of the organization e.g. need to deal with Senior Management stakeholders as well as staff members at the working level
  • A high level understanding of various underlying technologies used in Citi to deliver the various IT Services
  • Requires comprehensive level of understanding of the criticality of IT or Technology services provided to business as well as business impact and urgency when service disruption occurs. This is to ensure Incident and Problem Management processes supports business needs as needed
  • Deep understanding of Service Management tools to ensure appropriate tool enablement and rollout
  • Broad knowledge of how cross-sector technology teams operate and the associated pain points
2

Problem Manager Resume Examples & Samples

  • To manage the life cycle of problems through root cause analysis, to the completion of associated error resolution tasks of problems resulting from incidents in the production environment
  • 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
  • Work with development, support and infrastructure teams to determine effective long term remediation tasks
  • Proactively manage defects that have potential to impact across the Capital Markets estate
  • Advise senior management on areas requiring focus
  • Display a flexible attitude to work – Due to high critical global nature of the work it not unusual to be essential for the team to work beyond the usual core hours
  • Ability to manage multiple priorities including impromptu tasks at short notice
  • Persistence - ability to work under minimal supervision
  • Confident communicator at all levels. Ability to define realistic targets and indentify practical logical suggestions
  • Strong communication skills (all levels Senior managers to technicians)
  • Team player, Collaborative, Achieving High Performance
  • Innovative; challenges the status quo
  • Able to produce high quality problem reports (indentifying trends and self starting stability initiatives
3

Problem Manager Resume Examples & Samples

  • Work as an Ambassador for Problem Management to other departments and third parties within Credit Suisse
  • Work closely with the Incident Management to ensure that incident data is correct, improvement initiatives are explained and understood by the Service Desk and that resolution rate of the Service Desk is increased
  • Fluent English speaking
  • Experience of monitoring progress and resolution of problems and known errors
4

IT Problem Manager Resume Examples & Samples

  • LI-MK1* Requirements
  • Minimum of 3 years industry experience, working in a global or financial services firm would be preferred
  • Confidence to chair meetings that may include senior staff
  • Ability to multi task and prioritize workload
  • Creative and analytical thinker
  • Advanced MS Excel and Power Point skills will be advantageous
  • Knowledge of Service Now tool helpful but not essential
5

IT Problem Manager Resume Examples & Samples

  • Chair problem and Incident Management review meetings in order to identify root cause and preventative fixes as well as determine the suitability of proposed/in place workarounds
  • Work closely with the Change Management team to ensure changes have been raised to resolve problems and known errors and that the impact of changes are fully understood
  • Work closely with the support teams to ensure that implemented fixes to known errors do satisfactorily resolve issues
  • Plan Problem Management activities efficiently and effectively to best meet the support, project, and other resource needs and priorities of the business
  • Experience of working with major incident managers to identify root causes, advising on solution and remedial actions, during and after a major incident
  • Experience of chairing meetings involving technical and non-technical participants
6

Problem Manager Resume Examples & Samples

  • Manage the life cycle of problems through root cause analysis, to the completion of associated error resolution tasks of problems resulting from incidents in the production environment
  • Lead Root Cause Analysis investigations to successfully identify root causes of problems
  • Track Problem governance metrics and continuously seek to improve the Problem management KPIs
  • Assist line manager periodically with Audit and Problem governance metrics
  • Train staff periodically on ITSM toolsets /processes and procedures
  • Provides sound understanding of technology infrastructure concepts and principles and a basic knowledge of concepts and principles in other technology areas to provide support to users for application, software, hardware and network issues. Solves / works complex problems / projects through in-depth evaluation of business processes, system processes and industry standards; performs root cause analyses. Conducts detailed systems analysis and planning in the following areas: infrastructure management, incident management, workload integration (computing), core systems, systems continuity & storage management server admin (Computing), compliance and COB. Manages and coordinates the implementation of requirements. Creates and executes test scripts; resolves anomalies. Defines hardware requirements. Communicates hardware designs to technology infrastructure groups and coordinates implementation. Responsible for applications dealing with the overall operating system, such as sophisticated file maintenance routines, large telecommunications networks, computer accounting, and advanced mathematical/scientific software packages. Manages and maintains production and nonproduction databases. Responsible for design of physical data storage, maintenance, access and security administration. Performs backup and recovery on database management systems; configures database parameters and prototype designs against logical data models; defines data repository requirements, data dictionaries and warehousing requirements. Optimizes database access and allocates/reallocates database resources for optimum configuration, database performance and cost. Ensures essential procedures are followed and helps to define operating standards and processes. Applies comprehensive understanding of how multiple areas collectively integrate within technology infrastructure to contribute towards achieving business objectives. Acts as advisor or coach to new or lower level analysts. Provides evaluative judgment based on analysis of factual information in complicated and unique situations. Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams. Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information
7

Problem Manager Resume Examples & Samples

  • Detailed experience with ServiceNow
  • Qualified in ITIL Service Management to at least foundation level, and preferably practitioner level for Problem Management
  • End-to-end lifecycle experience of systems development & implementation projects, including analysis of an recommendations for improvement
8

Problem Manager Resume Examples & Samples

  • At least 5 years experience with the processes, practices, disciplines and tools needed to ensure that IT services are provided as agreed between the customer and IT provider
  • IT audit and control
  • IT governance
9

Incident & Problem Manager Resume Examples & Samples

  • Service Manager
  • Typically 8+ years to demonstrate mastery of Service Operations Management and technology expertise
  • Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals. Becoming a trusted advisor to the customer
  • Experience in managing Windows / Unix and Storage technologies
  • Sound knowledge on Network Operations including Routers / Firewalls / etc
  • Established management background of high level individual contributors
  • BE / B-tech degrees in any stream with relevant IT experience
  • ITIL Foundation certification must
  • Ability to work along within the matrixed environment, to get the necessary resolution and actions completed
  • Problem Management skills like Kepner-Tregoe to identify the root cause
  • Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving, team esnduring quick resolution of the incidents
  • Ability to delivery the required reports consistently and on schedule
  • Capability to meet the account expectation and meet the desired results as required
  • High level of comfort escalating issues to management when appropriate
  • Need broad level of knowledge on multiple technlogies, processes and various customer organizations
10

Problem Manager Resume Examples & Samples

  • Responsible for consistent end-to-end application of ITSM (Problem Management) process in the Helion environment
  • Review the initial classification (includes priority) and categorization of the Problem Record
  • Assists in training and in Problem Management process execution
  • Continuous Process Improvement within the Cloud environment
  • Manages ITS Problem Management process related issues in the delivery towers
  • Assists the Delivery Towers in the operation of the process
  • Identifies areas within the delivery tower that require focus, ex. Priority 1 incident management
  • Capable of analyzing incident trends and identifying a structured approach for preparing service improvement plans
  • Monitors and provides monitoring and reporting against the Service Improvement Plan elements
  • Provides Account problem management process expertise for Process Engineering and Operational Improvement by providing analysis, design, and project support utilizing ITSM frameworks
  • Builds ITSM compliant problem management process knowledge
  • Identifies and plans for incremental process improvement projects
  • Establishes a process framework for quick hit and longer term process development work
  • Maintains and updates L4 process documentation
  • Acts as the "bridge" between the EMEA/AMS/APJ problem management process team, the account and the tooling teams, ensures that process requirements/enhancements are translated into tool specifications
  • Understands tool capabilities and limitations while ensuring that tool satisfies ITSM process requirements
  • Responsible for problem management process training
  • Capable of driving complex root cause analysis including HP Capabilities, Account team members, Client teams and HP / Client sub-contract vendors
  • Able to perform Pro-active root cause analysis based on incident trends and non-incident based triggers (ex. SLA breaches, complaints)
  • Familiar with formal Root cause analysis techniques and able to prepare high quality RCA documents using the Global standard template
  • IT Industry experience with at least four years of relevant industry experience
  • Strong ITSM Process depth and breadth for Problem management function. Sound knowledge on other process areas including Governance
  • Should have worked hands-on on couple of technologies for at least 3-4 years
  • Process Tool(s) : Understanding or knowledge of tools supporting the process ( such as SM 7 or any other workflow management tool)
  • Data Analysis: transforming data to extracting information and draw conclusions
  • Good in Escalation Management and Focus in operational efficiency
  • Influential, especially in environments where indirect (dotted) reporting lines only exist
  • Excellent presentation and customer facing skills
11

Incident & Problem Manager Resume Examples & Samples

  • Knowledge of MSTOP Event, Incident, Problem, Change Escalation Management Process Management Processes (level 3, 4 and 4,5) and tools (MSDP)
  • Strong sense of urgency and take responsibility and be able to work under pressure
  • Skills in spoken and written English
  • Skills in leadership and communication
  • Have knowledge of Ericsson: BSS, Service Layer, Core, Access – Service views and other vendors equipment where applicable
  • Have high level Network Topology skills (GSM, WCDMA, LTE, IT, etc)
  • Have knowledge of Wireline- , Wireless- and Transmission system overview
  • Have knowledge of IT solutions
  • Have “end to end” service views of solutions
  • Good Customer and Business understanding
12

Problem Manager Resume Examples & Samples

  • Identify Problem Investigation, assignment issues, Acting as an initial escalation point for day-to-day Problem Management issues
  • Analyzing Incidents (especially Critical Incidents) and closed Problems to identify and act upon trends Tracking open Problems and identifying any Problem that requires increased focus to meet agreed target levels
  • Providing and validating Problem resolution adhoc status reports as requested
  • Handling day-to-day Problem issues and escalating to Resolver Groups when required to ensure targets are met
  • Implement a mechanism to record Known Error’s within the account and the associated workarounds
  • Facilitate between Resolver groups, customers, and 3rd parties as required
  • Engage with support groups to arrange for and schedule resources / actions, co-ordinate the investigation and solutioning of Known Errors, so that proposals can be made with the options available
  • Agreeing closure of Problem Investigations
  • Developing problem management procedures, when required. Identifying incidents with high impact to the business, high cost etc. and initiating and undertaking service improvement programs, Enabling the business to fully accrue the benefits of having an IT service through reducing service problems/loss of service (which presumably cost the business money),Better understanding of the nature of service problems
  • Create awareness campaign amongst IT staff about problem Management. Monitoring regular Problem measurements e.g. KPIs, Ensure that key Knowledge is passed from the Problem Management process out into other processes (Ensuring that lessons learnt are recorded in the various knowledge bases held within the account teams, and shared wherever beneficial)
  • Co-ordinate the focus of detailed trending aligned with target areas identified. Conduct high level overview trending (especially around Critical Incidents), Provide feedback to Incident Categorization based upon findings in Problem management to improve the quality of MI available
  • Good understanding of production IT Environment and IT Operation such as Intel / DBA/ Unix / Windows OS/Exchange and Remote Server Management domains
  • ITIL certification is preferred but not mandatory
  • 6-10 Years of desired experience required
  • At least 4 years experience in Problem Manangment
  • At least 4 years experience in ITIL
13

Resilience & Problem Manager Resume Examples & Samples

  • Establish the Problem Management function
  • Work with the application owners to ensure DR tests are performed
  • Ensure Technical Recovery Plans (TRPs) are updated and accurate
  • Owning the DR calendar and fulfilling the role of DR test co-ordinator
  • Collect and publish metrics
  • Excellent analytical and communication skills including ability to provide clear and concise status to senior management
  • Hands-on experience of using tools such as Remedy/ServiceNow (Desirable)
14

Global Problem Manager Lead Resume Examples & Samples

  • Leads 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
  • Develops well-defined actions to responsible parties. These actions will ensure the problem does not reoccur; or will resolve process or documentation issues that could contribute to longer TTR
  • Actively participates and drives root cause analysis sessions with SME’s. Prepares minutes and other documentation to fully understand the issue and remedial activity underway. Continuously tracks progress to ensure deliverables within prescribed timelines until full problem closure
  • 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.)
  • 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
  • Strong cross technology background in areas such as network, distributed, end user, storage and mainframe
  • Intermediate Excel Knowledge, ability to dissect large data files, utilizing formulas, minor scripting, and filtering
  • Proficient in PowerPoint
  • Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment
  • Ability to influence and lead technical conversations with various infrastructure support groups
  • Sensitivity and urgency in dealing with line of business outages
15

Major Problem Manager Resume Examples & Samples

  • Technology and Business Executives, Vendors and Consultants, All levels of staff
  • As a manager of people, this job must ensure all employees within the business unit comply with all applicable CIBC and Line of Business policies, standards, guidelines and controls
  • Translating technical detail into business terminology
  • Influencing the services provided to arrive at a satisfactory solution to issues on behalf of the business while respecting the terms of the service provider
  • Understanding business requirements and translating them into technology solutions with our service providers
  • Providing knowledge and judgment to expand the range of use of or leverage existing practices
  • Using knowledge, experience, relationships and collaboration determine if services, processes or procedures may be modified to suit the business or technology needs without having to reinvent or develop a “net new” solution
  • Understanding the implications of developing “net new” solutions from both the technology and the human aspects to determine reasonable and workable solutions
  • Understanding the strategic direction of the bank and the appropriate type and level of investments to be making in the required technology domain for example: storage, network or platforms versus an overall system upgrade. Recommendations and decisions need to balance financial constraints and technology benefits and risks
  • Leading the collaboration of a variety of other stakeholders to reach alignment within the organization as well as with service providers on products and services
16

Senior DDI Problem Manager Resume Examples & Samples

  • Central GHS Team member responsible for process creation, process improvement, and standardization of risk, issue and problem management for all DDI accounts
  • Direct role in implementation and management of all processes
  • Lead the investigation of problems, via a root cause analysis or through proactive trend analysis and monitoring
  • To implement planned and preventative maintenance to minimize incidents
  • Design and centrally track appropriate and standardized metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis
  • Analyzes incidents and problems to proactively prevent future occurrence
  • When directed, act as an interface between Operations, the business and service providers to ensure that problems are resolved
  • To lead and manage (ad hoc) problem teams
  • To contribute to the development and revision of relevant policies, frameworks and processes that are in place across the business
  • Ensure timely and appropriate communication with involved parties
  • Ensure effective communication to 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
  • Demonstrate governance, control, and issue and risk management behaviors in alignment with GHS Project policies and practices
  • Interpret, develop and deliver on mechanisms listed within client GHS PMO Risk Management Plans for identification of client enterprise risks; project risk escalations/governance procedures; regulatory and operational risks; business continuity needs; security risk; technology risk and project issues management process
  • Planning, identify, assess, evaluate, assign, designing and implementing overall issue and risk management of GHS processes and protocols
  • Developing, executing and auditing relevance of risks criteria, mitigation/response strategies, or alternative solutions throughout project lifecycles
  • Training, Reporting and Auditing
17

Problem Manager Resume Examples & Samples

  • Is responsible for the complete process adherence and handling of problems according to SLAs/OLAs/WLAs
  • Is responsible for coordinating problem resolution involving internal support groups, vendors, suppliers, customers and managing any roadblocks
  • Ensures that necessary reports (e.g. RCA, reviewed Major Incident, etc.) are delivered
  • Ensures quality of Known Error record and the Knowledge Database
  • Coordinates with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfillment and involves Supplier Management when necessary
  • Conducts Post Mortem Resolution Review of critical incidents and problems and supports the follow up of their activities together with Customer Operations Manager, Service Delivery Manager or MSIP Operations Assurance
  • Ensures that Problem Management KPIs are reported and their targets met
  • Drive and facilitate identification of permanent solutions to eliminate the causes or workarounds to minimize the impact of incidents that cannot be prevented
  • Raise RFC for clearing known errors and solution is found and work closely with Change Management to ensure correct resolution for the raised changes
  • Monitor progress on the resolution of Known Errors and follow-up on the corrective actions implementations. Request Post Implementation Reviews is necessary
  • Ensure all problem management activities are documented in ONE TM Problem Management or Problem Management Tool and maintain updated records in the Known Error Database
  • Proactive in identification of possible problems before incidents occur. In order to achieve this, alarms, tickets, incident trend analysis can be performed
  • Track and communicate status of problem resolution efforts. Report RCA conclusions and support reporting activities
  • Work closely with process teams to develop and maintain up to date Problem Management procedures and Job Aids
  • Ensure SLA Fulfillment for all the problem management related activities
  • Develop and promote the effective functioning of problem management activities across all of GSC areas
  • Work closely and support Incident Management process activities. Ensure the same categorization, impact and priority coding systems are used for effective and consistent communication in order to facilitate the trending analysis for proactive identification of problems
  • Provide coaching to 1st and 2nd Level Assurance teams, support teams and business users on processes and problem tracking tools and tasks
  • Self-driven, self-motivated, ambitious, effective, and efficient in customer service skills
  • Experience of Enterprise Level applications and infrastructures supported by IT teams
  • Knowledge (accreditation) of the ITIL V3 framework
  • Proven effective coordinator and facilitator skills
  • Project Management knowledge would be a plus
18

Problem Manager Resume Examples & Samples

  • Owns the Problem Record Life Cycle
  • Analyze ticket volumes and trends to identify potential Problems
  • Responsible for documenting the Problem within Service Manager from creation to closure
  • Schedule / Manage vendor RCA reviews
  • Work with Vendors (onshore/offshore) and internal support staff to find interim workarounds, root-cause, implement recommended solutions and preventative measures
  • Provide communications to internal business groups and executives throughout the Problems record life cycle,
  • Supports Problem management reporting (KPI’s, Scorecard & Dashboard)
  • Provides recommendations to fund hardening opportunities
  • Identify and Manage projects to improve our overall application availability
  • Identify Hardening opportunities and create Risk Assessments,
19

Incident & Problem Manager Resume Examples & Samples

  • 3) Customer facing roles and are required to participate in the problem management calls/meetings
  • 4) Perform close follow up with the incident/management reports for all SL1-3 incidents/problems
  • 5) Supplement the incident management team to cover 24x7, in handling of high priority incidents, ensuring timeliness of notification, calling in the respective support teams (especially infra folks) so that we are able to meet our stringent SLA of incident resolution
  • 6) Handle of frequent audit requests from various applications
  • 7) Perform RCA and follow up on failed changes, high severity incidents as well as missed SLA
  • 8) Follow up with support teams on the preventive actions, as published in MR/IR
  • 9) Perform regular briefing sessions to resolver groups
  • 10) Submission of LOB (line of business) reports, and ops metrics reports every month
  • 11) Perform internal checks to ensure the records across incidents, problems and changes are in sync and maintain audit ready posture
  • 12) Submission of high severity incident SLA report with breakdown of various timings. This is critical so that we are able to justify the time taken for our infrastructure recovery
  • 13) ITIL v3 Foundation is a must and Intermediate and/or Expert certification would be an added advantage
  • At least 3 years experience in Perform Problem Management
  • At least 3 years experience in Perform Problem Determination/Prob Source Ident
20

Problem Manager Resume Examples & Samples

  • Organisational change programs that shift the culture from the current state to one where problem management practices and thought-patterns are second nature and embedded as a core competency in the technology organisation
  • Developing, planning and launching problem management as a highly professional capability, including creating a successful business case and producing an awareness and training plan that crystallises the key benefits of problem management
  • Winning the support of and commitment from staff, senior management and business customers
  • Up-skilling existing problem management staff and leading them to a new level of performance and effectiveness
  • Implementing organisational structures and measurement systems that best leverage people, skills and partner organisations to achieve problem management's published objectives
  • Working effectively with in-house and outsourced subject matter experts to develop and implement solutions that completely and permanently eliminate problems from the technology environment
  • Building teams and fostering a collaborative approach to problem solving
  • Trend analysis and reporting. Works across the matrix to identify problems before they escalate. Able to present problem trending to stakeholders, quantify technical and operational risk, along with actions to resolve
  • Reporting results to leadership, tangible results and wins, obtaining customer feedback – measuring success
  • Expertise in one or more of the standard problem-solving frameworks
  • The ability to explain problems and problem management to customers in business language
  • Proven leadership and people management skills
  • Ability to work effectively with senior managers and to operate at a strategic level
  • Experience in working with outsource partners and service providers
  • Risk management training and experience
  • Working across cultures and in diverse organisations
  • Collaboration across the matrix, excellent influencing skills
  • ServiceNow, Excel, Word, Visio, Powerpoint, Outlook
21

Problem Manager Resume Examples & Samples

  • Actively manage complex incidents (i.e. Severity 3 and higher, chronic and/or repeat events) and ensuring appropriate resolution and communication to key business partners
  • Perform and analyse Incident Management reports to perform Problem Management reviews and RCAs
  • Oversee project plans to address risk remediation efforts (i.e. EOL priorities, bug exposures across critical infrastructure, etc.)
  • Follow-up on Vendor related outages and escalating these appropriately
  • Project management (develop and implement Network Projects) issue analysis, troubleshooting and resolution
  • Logging and trending of issue root cause of error conditions and resolution
  • Lead development of operational playbooks to ensure repeatable and consistent troubleshooting methodology
  • Oversee service improvement plans for recurring incidents
  • Perform client facing communications for incident updates and executive RCAs
22

Problem Manager Resume Examples & Samples

  • Establish the true root cause of outages
  • Establish the contributing causes leading to the root cause of outages
  • Document the lessons learned to help reduce reoccurrences of major outages
  • Work with development applications to reduce occurrence of outages/problems via sustainable root-cause analysis processes
  • Manage daily case management activities for outage/problem tickets based on volume and work load
  • Develop management presentations by aggregating and synthesizing information as needed for weekly, monthly, and annual outage/problem trend reporting. ο Provide administrative support for the Problem Management Dashboard
  • Review and monitor the key performance indicators across the organization
  • Prepare ad-hoc reports, briefings and presentations on topics requested by management
  • Facilitate various meetings related to outages/problems and follow-up to complete investigations
  • 2+ years Application Development experience. Understanding of the components that make up applications. Ability to evaluate root cause of incidents and preventive actions
23

Problem Manager, Service Management Resume Examples & Samples

  • Incident & Problem Management experience preferred
  • Strong understanding and experience with ITIL
  • Strong product knowledge of the Adobe Marketing Cloud products
24

Problem Manager Resume Examples & Samples

  • Tenacious problem solver
  • Appetite to challenge status quo and existing boundaries to drive change within the business
  • Compelling business case formation and follow through with strong influencing & negotiation skills and the ability to inspire and motivate others
  • Knowledge and credibility to ensure successful engagement with internal and external key stakeholders and customers
  • Proven track record in engaging and effectively managing multiple stakeholder groups
  • Must have the ability to bridge the gap between the different business areas and build strong working relationships with colleagues and stakeholders
  • Experience in researching, analyzing and recommending industry best practices
  • Experience in utilizing project management tools/techniques with adherence to a project methodology
  • Programme Management experience would be an advantage
  • Effective trouble shooting and analytical skills and ability to manage complex & technical projects
  • Deep understanding of Service Management best practices such as ITIL, particularly Service Transition, Service Operations and CSI. ITIL certification preferred but not mandatory
  • Good understanding change management, request fulfillment, incident and problem management
  • Good understanding about the different moving parts of the business, systems & tools, departments and their working practices
  • Experience of business improvement techniques, such as Lean
  • A great attitude with internal customers and external parties, excellent written, verbal, and communications skills
  • Track record of high performance and achievement
  • Willing to hold senior leaders to account for resources needed to fulfil problems identified by the business
25

Lead Incident & Problem Manager Resume Examples & Samples

  • Overall leadership and management of the Incident and Problem Management team, including recruitment, management and ongoing development of a team of incident and problem managers
  • End to end ownership and control of the incident and problem management processes, including process design, implementation, operation and continual improvement according to industry best practice
  • Champion and promote the incident and problem management processes, ensuring a consistent, professional and disciplined approach to both processes
  • Manage the incident and problem management team and on call rotas, ensuring adequate staffing and skills levels are maintained at all times in accordance with business requirements
  • Develop and deliver appropriate training and engagement plans to ensure all process managers and practitioners demonstrate the required level of competency and behaviours and understand their responsibilities in relation to each process
  • Establish an appropriate set of process management activities, including daily stand-ups, SLA breach interventions, major incident reviews/reports, weekly ticket reviews, trending analysis and quality control
  • Manage and continuously develop the incident and problem management activity schedule, identifying and overseeing all recurring process management activities and ensuring they are performed to agreed standards
  • Own the development of ITSM tools in the areas of incident and problem management, ensuring all tools enable and enhance processes and contribute to user satisfaction
  • Monitor and report on incident and problem management process performance including defining and measuring a set of business focused KPIs for each process
  • Drive the efficiency and effectiveness of the incident and problem management processes, identifying improvement opportunities and creating and owning process improvement plans
  • Working with other process owners and managers to ensure there is a coordinated approach to the design and implementation of incident and problem management with other service management
  • Act as Duty Major Incident Manager as required, ensuring an effective and rapid response to Major Incidents
  • Significant experience of leading and managing a team of incident and problem managers in a dynamic, fast paced environment, including ongoing staff development and support
  • Prior experience of designing, implementing, managing and improving incident and problem management processes in a complex, mission critical environment
  • Proven experience of delivering and supporting IT services using ITIL best practice
  • Strong exposure to ServiceNow or similar ITSM tools with a clear understanding of how tools should be used to support incident and problem management process activities
  • Must hold ITIL V3 foundation certificate and ideally hold a number of ITIL V3 intermediate certificates including Service Operation
  • Strong leadership and management skills with a proven ability to build a cohesive, well-balanced service focused team with a strong commitment to continuous service improvement
  • Strong interpersonal skills, with the ability to communicate effectively and clearly with both IT and business stakeholders
  • A diverse technical background with an ability to understand and communicate the impact of incidents and problems in business terms
  • Excellent influencing and persuasion skills with an inherent ability to demonstrate and sell the benefits of effective incident and problem management and obtain buy in and support from all stakeholders
  • Good understanding of SLAs and OLAs and their application within incident and problem management
  • Excellent analytical skills with a commitment to quality standard and a keen eye for detail
26

IT Problem Manager Resume Examples & Samples

  • Minimum 5 years financial or IT experience required
  • Ability to build consensus
  • Problem-solving skills with ability to perform root cause analysis
  • Strong interpersonal (soft)skills
  • Ability to show initiative, good judgment, and resourcefulness
  • Proficient in Microsoft Office: Excel and Access, SQL or similar
  • No travel required
  • ITIL Certification a plus but not required
  • CMMi Certification a plus but not required
27

MM & IoT Problem Manager Resume Examples & Samples

  • Proven leadership skills in a high paced environment
  • Proven ability to build relationships and work across matrix teams, building consensus
  • Excellent documentation skills including high functioning use of MS Word, Excel, PowerPoint
  • Good English communication skills, clear, concise, both verbal and written
28

Enterprise Incident & Problem Manager Resume Examples & Samples

  • Participate in the establishment of IT policies, processes, procedures and metrics that promote efficient, repeatable performance to ensure that internal and external customers receive high-value services. Primary focus is on Incident, Problem and Service Level Management but may extend to other Service Management processes and standards as well
  • Act as primary Incident Manager. Provide coaching, guidance and training to other GIS personnel on Incident and Problem management processes, practices and techniques
  • Create knowledge and reporting resources to drive actionable improvement from Incident and Problem Management practitioners throughout the enterprise
  • Collaborate with other GIS and business work teams to implement improvements for IT Service Management-related processes
  • Work with technical users and customers to define and document user, system, process and project requirements for new Service Management systems and processes as well as system/process enhancements
  • Reconcile divergent stakeholder needs to create usable requirements
  • Develop and execute integration testing scenarios and documentation using testing tools, as well as other manual and automated testing best practices. Develop and deliver Service Management and Service Management tool training curricula and materials
  • Develop user acceptance testing plans
  • Act as lead for small/medium Service Management project initiatives, including development of project plans, issues and budget tracking and other project deliverables as appropriate
  • Maintain positive, open lines of communication with all Columbia Sportswear management, staff and other departments in order to contribute to the smooth flow of information and efficient operation of the organization
  • Analyze business processes, and identify improvement opportunities to make processes more efficient, scalable, and value added
  • Lead Operations Service Engagements, partnering with other GIS and business teams to identify deliverables and develop plans to transition applications and system from project to production
29

Problem Manager Resume Examples & Samples

  • Execution of the Problem Management Process tasks in adherence with global and local requirements,
  • Being responsible for handling of problems according to SLAs/OLAs,
  • Oordination of problem resolution, involving internal support groups, vendors, suppliers, customers and managing any roadblocks,
  • Acting proactively to avoid potential incident to arise, performing trend analysis,
  • Performing weekly RCA reviews, escalating risks and issues to the Problem Management Process Lead,
  • Ensuring quality of Known Error records and corrective actions,
  • Ensuring that Problem Management KPIs are reported and targets met,
  • Reporting of process status and progress to peers and executives
30

IT Problem Manager Resume Examples & Samples

  • Improve ITIL problem management methods and processes and ensure that they are used effectively
  • Drive technical teams to complete root cause analysis (RCA) to include the identification of permanent corrective actions on IT infrastructure, applications and databases using proven problem analysis methods (Kepner Tregoe, Ishikawa/Fishbone, Failure Mode and Effects Analysis [FMEA], etc.)
  • Drive corrective action completion and track all elements of the RCA to closure
  • Prepare & Publish root cause analysis reports to include metrics & trending analysis to identify the major drivers of IT incidents and reporting on chronic incidents
  • Host Problem Management and RCA calls
  • Correspond directly with IT infrastructure partners and business partners
  • At least 3 years of experience in Problem Management in an Information Technology organization
  • Familiarity with ITIL Problem Management methods and tools
  • Able to work effectively with all levels in the organization
  • Ability to multi task and help resolve conflicts
  • Must be a team player and able to work with all functional groups
  • Excellent customer interface skills
  • Proficient in MS office Suite
31

Problem Manager Resume Examples & Samples

  • To be successful in this role, you should possess the following requisites
  • Experience in Proficiency in authoring tools (e.g. MS Office, Visio) and document management tools
  • Experience in Knowledge of industry-recognized IT process and quality frameworks and methodologies such as ISO9000, ISO20000, Six Sigma
  • Basic knowledge in strategic and operational planning/Data analysis and presentation/Solution conceptualising and documentation/Communication
  • Be able to work with escalate, and facilitate resolution of incidents impacting the customer
  • Be able to arrange chair technical conference bridges involving regional support teams as required
  • Previous experience with working at helpdesk (1st line support) or similar department
  • Experience in Key ITSM processes such as incident and problem management, service level management, etc
  • Certified in ITIL
  • Comprehensive understanding of IBM Global Services business and organization structure
  • Comprehensive understanding of the functions, responsibilities and product / tools used within OIS
  • Problem Management skills
  • Operations experience preferable
  • IT Service Management concepts, including IBM’s process frameworks (ESMA, EOP) and ITIL
  • Strong leadership, interpersonal and team skills Required
32

Problem Manager Resume Examples & Samples

  • Associates degree with at least eight years of experience or in lieu of education ten years of relevant experience
  • Must possess a very good working knowledge of word processing, spreadsheet and databases
  • Demonstrates a high aptitude for complex problem analysis and resolution
  • Solid understanding of vendor hardware configurations and software concepts both in the current environment and future technologies
  • Ability to lead or actively participate in technical walkthroughs
  • Capable of quickly learning new technical skills
  • Bachelor's degree in Computer Science or related discipline preferred
  • Understanding of the system development life cycle
  • Possess a general understanding of personal computers
33

Problem Manager Resume Examples & Samples

  • 5+ years of experience in a technology operations organization
  • Experience and proficiency with entire Microsoft Office suite
  • Strong customer service orientation and an inherent sense of urgency and attention to details for resolving issues
  • Experience working in the financial services industry or other similar, highly regulated environment
  • Experience working in ServiceNow or other similar ITSM tool
34

CTI Problem Manager Resume Examples & Samples

  • 2+ years ITIL Service management (or equivalent) work experience
  • ITIL Service Management Foundation V3 certification or above
  • Lean and Sigma Six training/experience a plus
  • Change-catalyst, a self-starter, and have a results-driven attitude
  • Experience interacting with senior management, direct line management and stakeholder management
  • A previous role in Financial Services sector desirable – having an interest / capability to learn the sector is essential
  • Have a working knowledge of ServiceNow or a similar incident/problem tool
  • Are a team player, Collaborative, Achieving High Performance
35

Raleigh Problem Manager Resume Examples & Samples

  • Manage the lifecycle of all problems from creation to closure
  • Ensure global problem management process and standards are adhered to; this includes root cause identification and remediation activities
  • Execute problem management processes and procedures in a consistent and timely manner; this includes conducting Postmortem meeting and producing key management reporting and analytics
  • Verify that problem tickets contain accurate, up-to-date, consistent and high quality data for KPIs, reporting and analytics
  • Produce stability reporting and analytics for senior management, highlighting instability themes, trends and remediation efforts for transparency
  • Contribute to global or technology/region specific process and stability initiatives as part of continual service improvement
  • Collaborate with key stakeholders, collating and fulfilling requirements, facilitating meetings, producing reporting and analytics and presenting management information at meetings
  • Desired (not mandatory) – Knowledge of writing Excel macros
36

Problem Manager Resume Examples & Samples

  • Identify problems through investigation and analysis of Incidents and Service Requests with support teams and from pro-active analysis
  • Manage and motivate teams and third parties to complete investigations, create action plans and ensure that Known Errors are documented to eliminate recurrence or minimise the impact of future incidents
  • Periodically review the Problem Management process to adapt to a fast moving business
  • Ensure problems are fully documented, prioritised and regularly updated in line with our processes
  • Champion the adoption of problem management with internal teams and third parties
  • Lead problem diagnosis, coordinating internal teams and external service providers to determine the underlying root causes of issues, and coordinating preventative actions
  • Mentor support teams in problem management investigation techniques
  • Report KPIs, Trends and RCAs to management
  • Work closely with the Incident Management team during major incident review sessions to ensure that the RCA and associated action plans are successfully completed
  • Ownership and management of problem records
  • Own the problem management relationship with external vendors
  • Work closely with the Incident and Change teams to promote CSI activities
37

Problem Manager Resume Examples & Samples

  • Collaborate across functional teams identifying, designing, developing and improving Problem Management data science solutions
  • Define, develop and improve automation, event correlations, thresholds, health reviews and predictive failure analysis
  • Utilize mathematical, statistical modeling and data mining techniques to obtain and interpret data to drive value, increase efficiency while reduce customer impact
  • Perform ad-hoc data analyses
  • Perform knowledge transfer, training and develop Know Error Articles
  • Act as a focal point and escalation contact for high priority and high impact problems
  • Analyze, configure and troubleshoot large complex networks with mixed media and protocols
  • Create Root Cause Analyses and Major Problem Reviews
  • Translate abstract data into a highly-visual and easily-digestible formats
  • Develop machine learning, data mining, statistical techniques and algorithms to create new, scalable solutions for business problems by analyzing large data sets
  • Clear understanding of the ITIL framework. An ITIL certification is preferable
  • Experienced in data mining, cleaning, clustering and pattern recognition
  • Strong understanding of statistics and the scientific method
  • Technical knowledge across multiple technologies (Foundation, Data Center, Telepresence, Unified Communications, ect…)
  • Working experience of one or more technologies
  • Proven ability to drive change through innovation & process improvement
  • Working knowledge of Splunk, Science Logic (EM7)
  • Experience with SOAP, API, XML, SNMP, regex, SQL, Tableau, Windows and Linux
  • Proven statistical, predictive modeling and machine learning skills
  • Bachelor's or master's degree in statistics, data science, computer science, or math
38

Incident / Problem Manager Resume Examples & Samples

  • Keep appropriate stakeholders up-to-date with latest information on high priority incidents through timely and regular written and verbal communications.Troubleshoot application, system, and networking issues
  • Marshal the appropriate resources to resolve critical incidents in the environment. Drive incidents to service restoration/resolution
  • Manage Problem Management queue to address underlying cause for incidents and drive continued improvement in service availability
  • Drive continued improvement on incident management and problem management processes across geographically dispersed operations teams
  • Drive continued improvement in system availability through problem identification and resolution
  • Must be available via cell-phone/pager for necessary coverage off-hours incidents as part of rotation schedule
  • Monitor KPIs that indicate effectiveness of the Incident/Problem Management process
  • Familiarity with ITIL, Foundations certificate a plus but not required
  • Knowledge or experience with Perl a plus
  • Experience working in a customer-centric environment
  • Experience working with version control a plus
  • Knowledge of databases including basic SQL a plus
  • Bachelor's degree in Computer Science or equivalent experience
39

Incident & Problem Manager Resume Examples & Samples

  • Provide required notifications and updates on all appropriate incidents to varying levels of Ceridian staff
  • Work closely with Change Management leader on major incidents and correlate them to requested changes
  • Improve and advance the overall maturity of the incident response process, its governance, and efficiencies
  • Ensure that incident management KPIs are reported and their targets met
  • Initiate and participate in post mortem meetings as the Problem Manager to drive technical teams to define root cause and resolve post-incident action items
  • Educate IT and the business about incident management, risks and controls, and industry best practices
  • Bachelor's degree in Computer Science or related field or equivalent experience
  • ITIL Certification (v3 Foundations minimum; v3 Intermediate or v2 Practitioner desired)
  • Minimum of 3 to 5 years experience demonstrated experience as an Incident Manager
  • Experience coordinating issues between all business units from technical support to corporate executives
40

Problem Manager Resume Examples & Samples

  • Ensure Problems are governed as per established process definitions and policy
  • Advocate, train, communicate and enforce Problem Management activities across the business
  • Strategizes plans, facilitates and conducts problem reviews, analyzes findings, proposes corrective/preventative actions to reduce problem volume, recurrence and track actions through closure
  • Defines problem management metrics strategy, consolidates various metrics parameters, aligns to SLA and analyze performance trends. Leverages metrics to identify improvement opportunities, develops corrective/preventative action plans to drive improved business performance and Customer satisfaction
  • Drive the effectiveness and efficiency of Problem Management, including developing and maintaining relevant processes and procedures
  • Own, protect, and maintain Known-Error Database (KEDB) system and content. Gatekeeper for the inclusion of all Known Errors and management of search algorithms
  • Drives and influences projects and business process improvement initiatives to directly contribute to stated strategic objectives and key performance indicators
  • Formulates process framework, implements and ensure conformance and compliance to the organization’s Quality Management System in alignment with corporate and industry standards
  • Facilitates defining, understanding and implementing quality processes and best practices in critical /new areas to ensure effective outcome in terms of performance
  • Manages projects and programs to improve key performance indicators and deliver increased Customer loyalty
  • Involved in key process improvements at organization level, analysis and deployment of org wide tools
  • Develops innovative and creative output based on interpretation and analysis that improve business performance aligned to corporate goals and strategy
41

Problem Manager, Itsm Resume Examples & Samples

  • Leads and coordinates CHI ITSM Problem Management processes across a multi-vendor, Managed Service Provider environment for a large, complex IT enterprise
  • Analyzes Enterprise IT data to identify trends indicating underlying causes of IT service outages and degradations
  • Defines and investigate IT Service problems to identify and correct errors in the IT infrastructure and proactively prevents reoccurrence of issues before they lead to additional IT service outages and degradations
  • Establishes, leads and manages ITSM Problem Management processes across all CHI Managed Service Providers and CHI ITS IT operations. This role is the Problem Management process owner
  • Ensures that CHI Managed Service Providers have the necessary CHI Problem Management process understanding, tools and staff resources to successfully work with the CHI Problem Management team
  • Leads major incident reviews to determine root cause(s) of the major incident and determines how to prevent a future reoccurrence
  • Manages the lifecycle of all CHI ITSM problems until the root cause of the errors is determined and the resolution completely implemented
  • Works closely with the ITS Performance and Service Management team to collect and review Managed Service Provider Problem Management data and SLA performance compliance
  • Works with the ITS Service and Management Performance team to identify areas for service improvements
  • Works with the ITSM Incident Manager to identify trends in incident data that indicate systemic issues for focused Problem Management analysis
  • Works with the CHI Vendor Performance Management Team to assure proper Managed Service Provider performance within agreed to SLAs
  • Leads periodic ITSM Problem Management reviews with CHI Managed Service Providers
  • Audits CHI Managed Service Provider ITSM Problem Management processes
  • Ensures resolution activities are completed and are implemented through the appropriate ITSM Change Management activities
  • Ensures all resolved problems are completely documented
  • Leads efforts to identify work-arounds and mitigations that prevent problem reoccurrence if a permanent solution cannot be immediately implemented
  • Maintains and continually improves ITSM Problem Management processes to assure coordinated multi-service provider, problem management processes including: Problem detection processes, problem categorization and prioritization, problem investigation and diagnosis, workarounds, problem closure and documentation, problem reporting and major problem reviews
  • 7+ years of diverse work experience in IT, and specifically as it relates to ITSM Service Management service desk operations, ITSM Incident Resolution and ITSM Problem Management
  • 3+ years’ experience managing a medium to large IT customer service center or in IT management required
  • Strong understanding of the tools and processes used in Problem Management
  • Excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients, IT management, staff and vendors
  • ITIL Certification – Intermediate level or higher – Credits for Service Operations and Operational support and Analysis modules are preferred
  • Adheres to organizational and department specific safety standards and guidelines
42

Problem Manager Resume Examples & Samples

  • Helps delivery a Problem Management capability that supports IT infrastructure services which require 24x7 supports
  • Manages and drives efficiencies and provides clear alignment by reducing services outages, improving incident resolution times, improving customer satisfaction and reducing service costs within the client base
  • Negotiates and influences across the key business stakeholders and operates with gravitas to make decisions on technical and business problems across Capita IT Services
  • Ensures impact to the business of any Major or severity 1 incidents are understood, leads problem management investigations across priority systems and prioritises RCA investigations as appropriate
  • Maintains and manages a prioritized list of active problems under management and pipeline to inform scheduling of resources
  • Overseeing their own workload and driving timely execution of deliverables associated with the function (e.g., Major Problem Reviews, Root Cause Analysis, Stabilization Initiatives, Re-Engineering, etc.)
  • Oversees governance and delivery of the Problem Management lifecycle, ensuring processes and responsibilities are being discharged appropriately and consistently
  • Ensures known errors databases are effectively maintained and utilized
  • Be able to reactively and proactively identify problems and provide root cause analysis
  • Leads root-cause analysis of Severity 1 and 2 incidents, supports delivery of e2e Problem Management, leads trends analysis of Severity 3-5 incidents
  • Proven experience of working in Service Delivery / Service Management within a large outsourced environment spanning multiple geographies and business units. This experience may have been gained on the client side or with a large service provider / service integrator
  • Excellent knowledge of all ITIL service delivery and service support processes
  • Experience working in an environment based on best practice frameworks such as ITIL
  • Sound knowledge of IT infrastructure and application technologies
  • Track record in the delivery of fixes to RCA issues
  • Experience managing global, multi-region initiatives
43

Problem Manager Resume Examples & Samples

  • Monitor actions to investigate and resolve incidents and problems in systems and service, ensuring that the appropriate action is taken
  • Assist with and coordinate the implementation of agreed upon remedies and preventative measures
  • Implementation of local and centralized Problem Management processes and guidelines
  • Issue meeting agendas for Root Cause Analysis Sessions
  • Facilitate Root Cause Analysis Sessions
  • Document findings in Problem Management Database
  • Micro-manage and follow-up on action items and updates
  • Conduct Incident Trending Analyses
  • Publish Platform Analysis documents
  • Facilitate and lead Task Force initiatives for on demand scenarios
  • Communicate with customers (written, verbally, face-to-face)
  • College Degree or equivalent experience in the IT domain
  • ITIL knowledge, ITIL Certified (asset)
  • 5 to 7 years of experience in an IT support environment (helpdesk experience, incident management, service management, technical account management, network or server administrator, etc.)
44

Problem Manager Resume Examples & Samples

  • Contribute to proactive problem identification and trend analysis and ensure the problem information is collated by the IT Service Desk team and assist with determining if a duplicate problem or if a workaround exists
  • Determine whether or not problems escalated from the incident management process are valid based on a set of predefined rules
  • Apply the required IT Services Management rules and ensure the problem is accurately identified and the correct category is assigned
  • Examine ITSM rules and ensure the classification and assignment of the problem for resolution to the relevant resources
  • Ensure the problem is investigated and diagnosed by the relevant team, confirming problem details and obtaining additional information when required
  • Investigate and diagnose the root cause of a problem and identify and validate possible solutions which will communicate to all relevant stakeholders and ensure that it is recorded in the problem register
  • Confirm when the problem has been resolved and ensure the relevant communication to the IT Incident Manager
  • General Qualification in Information Technology (Diploma)
  • 5 – 8 years’ working experience
  • At least 5 years’ working experience within a related environment
  • Display deep understanding of the application of ITIL processes
  • Demonstrate good report writing skills
  • Possess excellent communication skills (both verbally and written)
  • Display an understanding of the business needs and expectations and consistently delivers a quality service
  • Display good client service orientation
45

Problem Manager Resume Examples & Samples

  • The range of activities and tasks to be undertaken by a Problem Manager include
  • Interface with incident/change management for incident/ change resolutions
  • Establish trend analyses as a standard vehicle for proactive problem management by analyzing historical data to identify and eliminate potential incidents before they occur
  • Maintain close liaison with support teams and senior managers over the introduction of major changes in order to resolve problems
  • Manage multiple faults occurring on the same piece of equipment and to manage the occurrence of the same fault on many units
  • Co-ordinate/manage major multi-client impacting incidents and support the Senior Problem Manager who holds the Major Incident Reviews (MIR) in order to develop an action plan to ensure non repetition
46

Incident & Problem Manager Resume Examples & Samples

  • During a major incident, initiates and chairs SWAT Calls and management bridge conference calls and drives incident to resolution as quickly as possible
  • Provides status updates to IT leadership and customers on current IT issues and actions being taken
  • Analyzes incident trend data to identify and eliminate root causes
  • Initiates actions to fix potential interruptions to service identified during proactive and trending analysis of IT incidents
  • Generate KPI reports to measure success of the Incident and Problem Management process, trend analysis reports of recurring incidents, monthly metrics on outages and major incidents as mandated in our state reporting requirements, and other reports as required
  • Preferred An Associate's Degree in a related field or graduate from a technical school in information systems or information technology or related field
  • Required 4+ years of experience in managing IT incidents or problems, or working with customers in a service desk environment or other IT support organization
  • Advanced Demonstrated interpersonal/verbal communication skills
  • Intermediate Ability to effectively present information and respond to questions from peers and management Must be able to document work and/or incidents using standard formats
  • Preferred Other ITIL v3 Foundations certification
  • Required Intermediate Microsoft Excel Experience working with no less than three of the following is required: o Windows 2000/XP Professional clients o Citrix Metaframe XPe ICA and/or web clients o Working in a helpdesk environment o Microsoft Office Suite
  • Preferred Intermediate Other High-level knowledge of networking, Windows and UNIX operating systems, databases, application development
  • Preferred Intermediate Other Experience working in a Service Management Tool
47

Incident Problem Manager Resume Examples & Samples

  • Manage incidents to resolution including escalations where appropriate
  • Provide root cause analysis documentation to internal teams, Product Owners and Account Managers
  • Participate in product releases
  • Integrate support with production processes
  • Problem Management process KPIs
  • Single point of contact for all problem's status
  • Participate in Major Incident Reviews and drives root cause analysis exercises
  • Analyze normal incident workflow in the incident management system
  • Manage all major problems through final resolution
  • Track, prioritize and monitor progress on problem resolution
  • Provide communications during Major Incidents (technical and business calls)
  • 3+ years of experience in a Product and Customer Support environment required
  • 3+ years of experience with ITIL Incident and Problem Management required
  • 3+ years of experience defining, implementing, and monitoring IT service level processes
  • 3+ years of experience with ServiceNow and Jira
  • Exposure and familiarity with change, and release management
  • ITILv3 Certification or strong understanding of ITIL and Incident and Problem Management practices
48

Senior Problem Manager Resume Examples & Samples

  • Reduce stability issues within the IT organization through effective root cause analysis ensuring process and task updates are executed against identified repair items
  • Apply a collaborative approach to root cause analysis, ensuring all parties impacted by the problem are included in discussions and part of the solution
  • Drive problem visibility and resolution with both supplier/vendors and internal service engineering or similar partner organizations
  • Identify trends and patterns within the root cause and run data analysis to find corrective actions to initiate proactive problem investigations
  • Build a strong relationship with technology and business partners; develop your network
  • Drive proactive ticket volume analysis with goals for reduction
  • Develop and implement evidence-driven process improvement initiatives across the organization
  • Ensure accuracy in regard to proper prioritization, planning, and execution of all problem tickets
  • Run small to medium size efficiency projects within the team cutting across multiple technical silos
  • Create monthly service review presentations and business review management communications as needed
  • Produce statistics and reports to demonstrate performance of the problem management process; will be asked to create one-off reports at times to highlight further detail on specific problems
  • Contribute to the design of the problem management process, data modeling and reporting, policies, and procedures
  • 5+ years experience technical background in systems, networking, and IT infrastructure
  • Act as a subject matter expert for problem processes as they relate to infrastructure and ensure understanding of said processes with both the Microsoft team and our supplier support partners
  • Plays role in knowledge management processes ensuring documentation updates as part of problem resolution
  • Works under broad direction
  • Full accountability for own technical work area
  • Receives assignments in the form of objectives
  • Work is often self-initiated
49

IT Problem Manager Resume Examples & Samples

  • Specific knowledge of common IT infrastructure, its components, functionality, and applications is critical
  • 5+ year's relevant experience in an IT-related position
  • Experience managing resources that are not direct reports
  • Solid experience in process development, deployment and operations
  • Ability to facilitate relations between business groups, technology departments and vendors
  • Good interpersonal, written, numerical and oral communication skills
  • Self-motivated and ability to work unsupervised
  • Good technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
  • Good understanding of Fiserv's business and how IT contributes to the delivery of its products and services
50

Problem Manager Resume Examples & Samples

  • Proven track record in problem/Incident management delivery
  • Customer focused and goal orientated with keen attention to detail
  • Excellent planning and organisation skills
  • Experience of operating with a high level of autonomy and the ability to manage input from others to ensure delivery to agreed timescales
  • Ability to deliver in a high-pressure, dynamic environment
  • Proven experience of working in Problem Management and ideally Service Delivery / Service Management within a large outsourced environment spanning multiple geographies and business units. This experience may have been gained on the client side or with a large service provider / service integrator
  • Experience managing multi-region initiatives
  • Ideally be ITIL certified
  • Excellent analytical skills with experience of root cause analysis tools and techniques
  • Working within the Financial Services sector
  • Solid technical knowledge
51

Problem Manager Resume Examples & Samples

  • Implementation of Local / Centralized Problem Management Process and Guidelines
  • Micro-manage / follow-up on action items and updates
  • Conduct Incident Trending Analysis
  • Publish Platform Analysis Documents
  • Facilitate / Lead Task Force Initiatives for on demand scenarios
  • Communicate with Customer (written, verbally, face-to-face)
  • Excellent communication skills in English, spoken and written
  • Broad technical knowledge of emerging and legacy systems or advanced knowledge of individual technologies
  • Comfortable speaking with clients and senior management
52

Problem Manager Resume Examples & Samples

  • Lead the Root Cause Analysis (RCA) investigations across National Grid IS teams and National Grid IS Ecosystem partners to successfully identify the root causes of problems that impact National Grid IS Services
  • Liaise with National Grid Service Owners to identify the full business impact of problems to ensure problems are correctly prioritised and addressed
  • Proactively identify problem trends and known defects and work with necessary business and technology support teams to identify options for root cause removal and the corrective actions required to provide acceptable solutions and/or workarounds
  • Able to produce succinct business–led problem reports and able to articulate reports at an Executive level
  • Problem Managers will be located in the US (Waltham,MA and Hicksville, NY) and the UK (Wokingham and Warwick)
  • Problems will be assigned to Problem Managers in accordance with their location, their knowledge of National Grid business and IS Services, their experience, and their current workload
  • Assignments may change from time to time depending on business impact and demand
  • Have a university or college degree in a relevant discipline, or an equivalent combination of education, training, and experience. A BS/BA degree or higher in a technical discipline in the US, or the UK equivalent
  • Have at least 10 years of experience in a senior role in the service integration or the service delivery of complex technical environments involving primarily outsourced service providers
  • Have at least 10 years of experience providing operational problem management in the delivery and management of global large scale IS Services
  • Be able to demonstrate an ability to work collaboratively with colleagues and suppliers in other time zones
  • Be able to demonstrate the ability to achieve objectives via influencing others
  • Possess relevant industry and professional certifications (e.g. ITIL Expert, Kepner Tregoe)
53

Problem Manager Resume Examples & Samples

  • Service Management responsibilities include day-to-day operations of multiple service areas including SharePoint Online, OneDrive for Business, Enterprise Search and legacy on premise 2010 and 2013 SharePoint services. Collaborating with Enterprise Architects, Service Delivery Management (SDM) teams, Problem Managers, IT outsource service providers, vendors, and business units ensuring solutions align with strategic objectives. Demonstrating knowledge of process, comprehension of industry tools, disciplined operational methods and serve as PoC for service escalations/outages
  • Responsible for IT service delivery governance working with key suppliers to ensure services are delivered according to standards, service level agreements, financial cost controls, and security/compliance performance of corresponding services areas. Provides oversight on programs, projects, problem management, and service delivery initiatives. Influencing strategy development, implementation of service delivery resources, providing operational oversight, comprehending roadmap forecasting, and delivering solutions to internal/extended business partners
  • Develops relationships with Problem Management focal points, Organizational Architects, key suppliers, and professionals in other related disciplines (e.g. Infrastructure Service Towers, IT Outsource Providers, Vendors, Manufactures, etc.) as appropriate
  • ITIL V3 - Completion of prescribed foundation eLearning courses is required for all positions
  • Risk: Broad and thorough understanding of Risk-Coherences (Safe Harbor, Privacy, PCI, ISRA, SOX, SOD, DR, BCAP, etc.)
54

Problem Manager Resume Examples & Samples

  • Two years of experience with problem management or supporting skills and the ability to demonstrate an in depth knowledge of problem management processes in a dynamic service environment
  • Ability to effectively communicate within a team environment and across organizational levels to include co-workers; managers; and the Government
  • Strong communication skills; both written and verbal; and very strong interpersonal skills
  • Ability to work independently or with a team and multi-task in a fast paced environment
  • Self-starter with strong technical skills and ability to learn new technologies quickly
  • Strong analytical skills using Microsoft Excel; or equivalent data tools
  • A working knowledge and applied skills in the Information Technology Information Library (ITIL); preferably ITIL v3
55

Senior Problem Manager Resume Examples & Samples

  • Liaise with National Grid Service Owners to identify the full business impact of problems to ensure problems are correctly prioritized and addressed
  • Initiate and manage the RCA process with IS Ecosystem suppliers on their assigned problems and then perform weekly reviews with IS Ecosystem partners on their assigned problems and where necessary escalate progress to the Global Head of Problem Management. During these weekly reviews you assess attainment of service levels and where necessary escalate supplier performance where service levels that are not being met to the Head of Supplier Performance Management
  • Provide guidance and management for the regional team and represent their needs with the Global Problem Manager
  • Have at least 10 years of experience in a senior management role in the service integration or the service delivery of complex technical environments involving primarily outsourced service providers
  • Be able to evidence of process-orientated approach and strong customer service skills
56

Wroclaw Problem Manager Resume Examples & Samples

  • Incident/Problem Management
  • Communication
  • Root Cause Analysis
57

Problem Manager Resume Examples & Samples

  • By investigating and reporting upon open problems to support a rapid response to problems and known issues. The Problem Manager will add value by being tenacious in getting to root cause and driving the relevant groups to work collaboratively to understand why an issue may have occurred and what needs to happen to stop it from happening again. The Problem Manager will also
  • Maintain up to date information on major problem resolution and support the communication of such information to all interested parties
  • Document such incidents and problems within the configuration management defect/problem reporting system
  • Work with resolver groups to understand root causes, lessons learnt and working with teams to drive through process, improvements. Includes the creation of Get Well Plans
  • Match unresolved incidents against existing problems, known errors and other incidents
  • Monitor the impact of the implementation of agreed remedies to problems and report upon their success
  • Produce reports and registers on defect/problem reporting data (e.g. data extracted from the configuration management system) to support your manager in the communication of problem status
  • Analyse incidents and problems to show trends and potential problem areas, so that actions can be taken to minimise the occurrence of incidents and to improve the process of problem reporting, analysis and clearance
  • Contribute to the analysis of the problem management processes and propose any improvements that could be implemented
  • A high level of knowledge within the telecoms
  • Proven experience working in a problem role
  • Understanding of Telephony and Data network
  • ITIL v3 (Foundation)
58

Problem Manager Resume Examples & Samples

  • University Degree (minimum)
  • ITIL Foundation-level training or qualifications
  • Solid communication, presentation and stakeholder management skills and experience
  • At least two years’ experience in problem management or other service management processes (Incident, Change)
  • At least two years’ experience working in the IT industry
  • Good understanding of the IT environment and/or experience working in the IT industry (preferably within a financial organization)
  • Experience in evaluating, reporting and presenting incident or problem data
  • Experience collaborating with stakeholders at different levels of the organization, including senior stakeholders
  • Knowledge of writing Excel macros (desirable)
59

Problem Manager Resume Examples & Samples

  • Own the Problem Management function for Risk IT � feed into Global PS Problem Management
  • Run the Problem Management forums and liaise with business stakeholders
  • Provide status and metric reporting
  • Liaison with the support and application teams to ensure that problem tickets are raised, allocated and actioned in a timely manner
  • Ensure ITIL best practise is followed
  • Experience in support or problem management
  • A good understanding ITIL practices
  • Ability to accurately document and share information with global peer group
60

Problem Manager With French Resume Examples & Samples

  • Broadly skilled in information and communications technology
  • Detailed knowledge of the theory and operation aspects of their process
  • Minimum 2 years ITIL Operational experience in the Problem Management process
  • Minimum 1 year ITIL Operational experience in the Incident Management process
  • Understanding of the ITIL best practices
  • Competent with Microsoft Office, Microsoft Excel, Microsoft Word
  • Demonstrated Project Management abilities
  • ITIL Intermediate certifications would be an advantage
  • Attach your CV and Letter of Intent
61

Problem Manager Resume Examples & Samples

  • Familiarity with ITIL framework with particular focus on incident and problem management
  • Strong analytic and root cause identification skills
  • Is detail-oriented with strong interpersonal communication and organizational skills
  • Thrives in a collaborative, team environment, but is just as comfortable working independently
  • Is adept at applying critical thinking skills, experience, and research sources to implement technical solutions which improve usability, maintainability, and scalability
62

Incident & Problem Manager Resume Examples & Samples

  • Ensure compliance with the Incident management processes; to ensure effective incident management and timely resolution
  • Manage major incidents, ensuring the smooth transition from Incident to Problem Management phase
  • Ensure timely and accurate client communications during an incident
  • Conduct, Participate and contribute to post mortem calls within the Problem Mgt process, where required
  • Identify & pursue opportunities for continuous improvement
  • Escalate to Senior Management levels as needed to bring correct response and support from owning groups
  • Acts as the point of contact and escalation for support groups and internal businesses during recovery of major incidents
  • Identifies an incident owner to lead the incident process during major incidents
  • Ensures appropriate escalation procedures are followed as required
  • Assesses impact and progress during major incidents to ensure escalation is timely and appropriate
  • Enters incident details in the incident management tool in a timely manner with accurate information
  • Provides accurate and timely communications on impact to the appropriate distribution lists and senior management
  • Ensure correct inputs to the Problem Management process
  • Drives governance around incident management, for example, ensure an incident ticket is opened, escalated, updated, and closed accordingly
  • Establishes regular communication with relevant IT management and the business regarding the status of incident tickets and adherence to the incident management process
  • Gather information and facilitate the decision making process of granting approval for immediate change requests to systems with input from the appropriate teams, understanding the potential impact to production systems prior to approval
  • Contributes to evolving and maturing the incident management process so it integrates with other processes (problem and change management) and tools
  • Leverages incident management best practices and process frameworks, such as the ITIL, to drive continual process improvement
  • Participates in incident management technology evaluations and decisions, and manages the day-to-day use of incident management tools
  • Once Incidents are closed, write Problem cases for those Major / qualifying Incidents to be reviewed with relevant stakeholders and IT Support / Teams
  • Ensure all Problem Management cases are reviewed for Aggravating Factors and Root Cause Analysis and thus managed within the defined SLAs
  • A Bachelor's degree in computer science, related field or equivalent experience
  • In-depth experience in ITIL incident, problem, and change processes and tools
  • Strong working knowledge of IT operations and support organizations
  • 8 + years working in a service or IT support role, incident management preferred or can demonstrate equivalent
  • Proven ability to work under pressure
  • World class in facilitating the resolution of complex incidents
  • In-depth knowledge of IT end-to-end incident and problem management
  • Knowledge of Service management tools and ITIL best practices
  • Proven ability to build and manage relationships effectively
  • Strong organizational and prioritization skills; ability to handle multiple incidents/demands simultaneously while adapting to constantly changing requirements
  • Proficiency in process formulation and process improvement
  • Excellent oral and written communication skills, including the ability to speak at an appropriate technical and business level for the audience and prepare written proposals and recommendations
  • A focus on Customer/business satisfaction, with strong interpersonal skills and responsiveness
  • Ability to drive process improvement to continually improve service and reduce costs
  • Understands strategic business objectives and proposes relevant technical solutions and alternatives
  • Ability to communicate with all levels of technical and management staff
  • Passionate about Customer Service and acts immediacy and urgency
  • Flexible (in relation to working hours)
63

Problem Manager Resume Examples & Samples

  • Developing and maintaining the Problem control process
  • Efficient at managing 50+ problems record activities at any one time
  • Monitoring and recommending changes to the effectiveness of error control & Problem processes
  • Strong Interpersonal and communication skills
  • Good communication skills and people relationship skills
  • ISEB ITIL Problem Management practitioner or higher
64

IT Problem Manager Resume Examples & Samples

  • Analyze SEV1s assigned to determine root cause, the resolution, and identify and recommend any improvements that can be made to prevent recurrence
  • Manage service relationships with assigned MMCo operating company groups by chairing weekly meetings – reviewing outages, resolutions, and ongoing corrective action items. Where required, work with the operating company IT to manage problem initiatives
  • Analyze incident volumes and trends to identify process or technological improvements that will reduce incident volumes, streamline their resolution, or enable incidents to be resolved at lower support tiers. An example would be to identify an application generating hundreds of password reset calls to the service desk monthly when there is already a self-service password reset feature in the application. The problem manager would work with the teams to identify ways to increase utilization of self service to save time for colleagues and support groups
  • Conduct post mortem investigations on critical incidents, identify and recommend corrective action items, and produce a business facing document detailing the incident, root cause, and steps for remediation
  • Examine potential areas for service improvement and raise proposals with senior MGTI management, including the raising of Requests for Change
  • Develop, co-ordinate and promote the effective functioning of problem management activities across all of MGTI’s support and engineering teams
  • University degree in Computer Science or Business is preferred
  • 10+ years of diverse technical experience is required
  • 2+ years of experience with web reporting tools, advanced analytics, programming or business reporting in financial or Fortune 500 companies
  • 5+ years Problem Management experience - preferably in a demanding, fast paced Global IT organization is required
  • Demonstrated ability of creating Post Mortem reviews and executive summaries
  • Demonstrated ability to use CASD, or another service desk ticketing system
  • Demonstrated ability to use MS Windows Applications including MS-Project, MS-Visio, MS-Excel, MS-PowerPoint, MS-Access, and MS-Word
  • Outstanding interpersonal and organization skills
  • Superior typing, written, and verbal communication skills
  • Must be a detail oriented, analytical, and an independent thinker
  • Professionalism and integrity -high ethical standards, to help our clients succeed
  • Ability to set priorities and deliver objectives without the need of day-to-day supervision
  • Must be able to work well under pressure
  • Must be able to lead and participate on regular conference calls
  • ITIL or PMP certification is required
65

WL MTS BE Incident & Problem Manager Resume Examples & Samples

  • Education : Master in an Engineering degree or Professional Bachelor in IT
  • Team working, procedure respectful, flexible and stress resistant
  • Fluent in English (documentation & communications)
  • ITIL incident and problem management
  • Able to work with stakeholders on multiple levels
  • Fuse ESB application (Apache Servicemix) is a major pluspoint
  • Unix/Linux
  • Java and JRE
  • XML / XSD (XMLSPY tool)
  • Webservice (basic understanding)
  • Oracle (being capable writing SQL queries), (Toad)
  • MQ series + Active MQ
66

Problem Manager Resume Examples & Samples

  • Develop, implement and continuously optimize the problem management process
  • Ensure that standard methods and procedures are used for efficient and prompt handling of all problems
  • Managing the lifecycle of all Cross-Provider Problems
  • Prevent Incidents from re-occurring, and minimize the impact of Incidents that cannot be prevented
  • Leading taskforces across vendors and Vestas stakeholders
  • Dispatch problem tickets to the correct Providers for resolution
  • Lead the Problem Review Meetings and ensure the process is consistently administered across Service Providers
  • Conducts Post Resolution Review of critical problems and together with Service Delivery Manager ensure that follow up actions are carried out
  • Monitors the implementation of corrective actions on all problems, SLA and KPI´s
  • Escalates risks and issues to management and appropriate vendors
  • Act as an escalation point to expedite problem resolution
  • Ensure that needed information about problems and the appropriate workarounds and resolutions are documented and published, to reduce the number and impact of incidents over time
  • A degree within IT and Business or similar education and you are highly IT literate (IT drivers)
  • Fluency in English both oral and written
  • Strong understanding of the set of IT Services provided by a Global IT organization of Vestas' size and the IT infrastructure technologies that supports and enables them
  • Strong knowledge of OS, Applications, Network, Operational facilities and SAP-related infrastructure technologies
  • Experience with problem management, either from working as a Problem Manager or from a similar job
  • Experience with Vendor collaboration, Service Delivery Management, and ITIL Process Management
  • Leading taskforces finding Root Cause and permanent fix
  • Experience with Incident Management, Change Management and the relation to Problem Management
67

Problem Manager Resume Examples & Samples

  • Analysis of CCB-owned issues to identify problem trends and chronic issues
  • Communication with technology owners
  • Facilitation of plans to reduce problems in the environment, eliminating defects, shorten time to repair, reduce impacts and drive efficiencies
  • Analysis of timelines for gaps and improvement opportunities
  • Act as a primary communication interface to all Lines of Business supported by CCB for problem management escalations
  • Management of the formal CCB root cause review process for all levels of Priority 1 issues as well as meaningful requests from other lines of business for Non-Priority 1 issues
  • Ensuring quality and in-depth root cause reviews occur
  • Developing, assigning, and tracking actions to appropriate parties as part of the root cause review
  • Ensuring appropriate actions are created to prevent problem from recurring
  • Ensuring appropriate actions are created to resolve process or documentation issues that could contribute to longer TTR
  • Facilitating post-implementation reviews to validate changes intended to resolve problems, known errors, and associated incidents are completed and properly documented
  • Communication with Incident and Change management to ensure related incidents are updated accordingly
  • Working with lines of business to develop valid actions to reduce impact and/or TTR for CCB-owned issues
  • Working with CCB technology towers and lines of business globally to ensure the Problem Management process is executed comprehensively along with improvements to reporting, trending and analysis of problems
  • Analysis of firm-wide incidents and problems and composing information shared with the Regulators
  • Bachelors degree or equivalent work
  • 7+ years of experience within a technology environment is required
  • Knowledge of the ITIL Framework is required; a V3 certification is preferred
  • Incident management experience
  • Problem management experience
  • Extensive customer service and client interaction skills
  • Experience conducting root cause analysis, documenting findings, and designing plans to rectify issues
  • Ability to work independently and very self-motivated
  • Excellent communication skills necessary to work effectively with a variety of individuals and organizations
  • Demonstrated experience in analysis and presentation of data with a high degree of attention to detail and accuracy of processes
  • Comfortable in a fast dynamic environment with the ability to work in a disciplined manner and to remain composed under pressure
  • Excellent documentation skills with the ability to create clear and concise content
  • Ability to find the answers to questions without waiting for answers to come to you
  • Effective use of analysis techniques to drill into the details and ask relevant questions to create clarity
  • Ability to analyze a problem and solution to see gaps and identify downstream impact of a change or new solution
  • Excellent organizational and project management skills, including the ability to organize time, work on multiple tasks, and follow tasks and projects through to completion, while keeping all interested parties properly updated
68

Change & Problem Manager Resume Examples & Samples

  • To own and develop a high-level Customer Relationship with their designated customer-base and key suppliers and to deliver excellent customer satisfaction. This could be at "peer level" or higher within the customer organisation
  • To lead, manage and develop a number of operational Service Managers. Will usually have multiple teams but may have a large single team working across different functional areas. These teams will deal with bespoke, complex or non standard product/service orders/faults or technical enquiries and/or own complex customer relationships
  • To manage the implementation of Service Strategy and the development of the service relationship across the team, providing Line Management support and advice for the Operational Service Teams, Account Teams and Customers for all service related issues, as appropriate
  • To attend review meetings at peer level or higher with Customers and Account Team Managers and to solve/raise issues
  • To build and maintain internal relationships across own organisation and the wider unit
  • To meet all people management related targets
  • Skills and experience would span a broader and deeper technical spectrum
69

Senior Problem Manager Resume Examples & Samples

  • Drive and control Problem Management investigational activities
  • Ensure problem records are kept up to date with clear concise information which easily explains what current investigational steps are talking place
  • Prioritisation of workload using Severity guidelines
  • Manage peer to peer relationships with suppliers and resolver
  • Competence in running and controlling problem investigation conference calls and meetings
  • Good understanding of technical terminology and the ability to translate that terminology into simple English
  • Adherence to process
  • Collaborate, coordinate, and manage internal suppliers and external 3rd party service suppliers to ensure delivery of end to end service which meets customer and contractual requirements
  • Manage own workload and understand escalation process
  • Proactive, efficient, driven and understands the importance of delivering a good level service to the customer
  • Identify areas of Service Improvement for the customer and the Problem Management process
  • Drive and focus on Incident reduction
  • Sound understanding of trend analysis
  • Extensive problem management experience in a multi-disciplined technical department
  • Experience in trend analysis and proactive problem management
  • Proven customer support experience in a large scale and diverse environment, with particular emphasis on the use of problem management processes, escalation procedures and related disciplines
  • Proven track record of problem & error control
  • Strong relationship management skills and significant experience of leading discussions across vendor/suppliers, customer and management
  • Broad experience in IT Service environment including End to End service governance
  • Extensive experience working in large scale enterprise environments
  • Minimum of ITIL Foundation V3 certificate
70

Problem Manager Resume Examples & Samples

  • Bachelor level, in engineering (IT, Telecom) or
  • 3-5 years’ experience of deploy system test and lead testing team
  • ISEB/ISTQB software testing qualifications would be an advantage
71

Senior Incident & Problem Manager Resume Examples & Samples

  • Facilitates daily operations calls with representatives across IT to provide review of major incidents, emergency changes, upcoming production changes, and activities potentially impacting our IT services
  • During a major incident, initiates and chairs SWAT calls and management bridge conference calls and drives incident to resolution as quickly as possible
  • Provides status updates to IT leadership and customers on current IT issues and actions being taken, including business-facing or executive conference calls
  • Leads post-mortem investigations after each major incident, as well as root cause analysis meetings with all stakeholders
  • Initiate actions to fix potential interruptions to service identified during proactive and trending analysis of IT incidents
  • Focus on continuous improvement of the Incident and Problem Management Process, including inputs from and outputs to other IT processes
  • Coordinate working groups as necessary to implement these improvements
  • Act as an escalation point for the team for our senior leadership or business partners
  • Working closely with management, implement initiatives that will improve process effectiveness and our customer experience executing the process
  • Act as a delegate for the manager as needed
  • 5+ years of experience in managing IT incidents or problems in a healthcare organization
  • Experience working with customers in a Service Desk environment or other IT support organization
72

Incident & Problem Manager Resume Examples & Samples

  • Manages the Incident and Problem Management processes globally for WEX
  • Monitoring the effectiveness of the Incident and Problem Management processes and makes recommendations for improvements
  • Drives all Major Incident calls (P1 & P2) to ensure prompt resolution of major incidents
  • Ensures global adherence to the incident and problem management processes
  • Performs all duties within the IT System Management framework (processes, standards, tools)
  • Trains others on the Incident and Problem Management concepts, processes and procedures
  • Ensures delivery of incident and problem details to the appropriate SDM’s to support both external and internal customer reporting
  • Other assigned duties as required
  • BS/BA (Engineering or Computer Science a plus) desired with 5-8 years ITSM experience; Master’s degree a plus
  • High level of knowledge in IT System Management processes & tools
  • ITIL Certification is required
  • Able to work with people in other countries and time zones (flexibility in work hours)
73

Problem Manager Resume Examples & Samples

  • Collaborate across functional teams identifying, designing, developing and improving Problem Management and data science solutions
  • Develop and utilize statistical modeling and data mining techniques to obtain and interpret data to drive value, increase NOC efficiency while reduce customer impact
  • Manage Proactive Problem Management queues and collaborate with subject matter experts to remediate problems
  • Create or assist with Root Cause Analyses and Major Problem Reviews
  • Proven Problem Management experience driving efficiencies and stabilizing customer networks
  • Event Management experience with working knowledge of associated protocols and technology (SNMP, API, XML, Traps, Syslogs , ect…)
  • CCNA/CCNP or equivalent work experience
74

Problem Manager Resume Examples & Samples

  • Maintain problem and task records to ensure that such problems are fully documented within the relevant reporting system(s)
  • Make and drive root cause investigations, problem investigations
  • Support development and monitor implementation progress on permanent solutions
  • Make regularly reporting tasks according to the expectations
  • Provide proactive activities in cooperation with other processes or functions (event, capacity, operations, design, transition)
  • Review problems in conjunction with service level agreements to identify any issues and their impacts; specifies any required changes
  • Support the development of mitigations and contingency plans
  • Problem or relevant Incident management experience
  • ITIL V3 Foundation or equal intermediate experience
  • Fluency in English both written and spoken
  • Excellent communication and Customer care
  • Willingness to handle difficult situations
  • Act properly and consequently in stressed situations
  • Desire for learning and knowledge sharing
  • Team-player attitude
  • Understanding of network, voice IT products is a plus
  • Motivation letters are more than welcomed!
75

Incident & Problem Manager Resume Examples & Samples

  • Assessing action items for preventing critical business impacts of high severity Situations
  • Managing the recovery processes of a high severity Situation in accordance with the action plan documented by the Incident Manager. This requires a demonstrative approach to driving quick resolution among several technical resolvers. A sense of urgency and good understanding of the customer environment is a must
  • Being accountable for preventative measures of high severity situations
  • Reporting on progress of Recovery, Preventative, Alarm, Global, and Irrevocable Correct Action status
  • Engaging other O&M teams when necessary
  • Coordinating actions and schedules for mitigation procedures
  • Conduct bi-weekly client Root Cause Analysis meetings
  • Ensure proper transition of Major Incidents to Root Cause Analysis process and into Problem Management phase
  • Ensuring that accurate action items and alternative solutions are documented, owners are established and timelines are defined
  • Managing the problem to resolution or until delegated to another owner, as a larger project or work intake
  • Facilitating documentation and management of the problem and change tickets as tickets are routed to different problem solver groups for resolution post-outage
  • Coordinate additional activities as required
  • Technical Project Management - 2 yrs experience
  • Availability Management - 3 yrs experience
  • Business Analyst - 2 yrs experience
  • Client Presentation Skills - 2 yrs experience
  • Incident Management - 3 yrs experience
  • Problem Management - 3 yrs experience
  • Leadership and problem resolution experience in a production environment, involving high-volume mission critical Severity situations
  • Skill in assessing critical business impacts of Situations in a timely manner, analyzing the recovery processes of a Situation, mitigating the problem through preventative actions, and facilitating documentation of the problem
  • Particular area of focus will be enterprise situation management for problems of a Severity 1 in nature
  • United States-DoD Secret highly desired
76

Itsm Problem Manager Resume Examples & Samples

  • Coordinates and facilitates the Problem Review meetings
  • Assists the Incident and Problem Management Process Owner in driving Service management best-practice and ITIL process standardization
  • Audits Major Incidents and Problem Records for process compliance and improvements
  • Is responsible for acting as an escalation point to expedite major incident and problem resolution
  • Is responsible for coordinating problem resolution, involving internal support groups, vendors, suppliers, and customers as needed, and also for managing any roadblocks
  • Ensures that necessary reports (e.g. Incident trends, RCA, Post Implementation Review, etc.) are delivered
  • Ensures quality of Known Error records
  • Ensures that Major Incident and Problem Management KPIs are reported and their targets met
  • Reviews feedback on process improvements and provides ownership on CSI efforts
77

IT Problem Manager Resume Examples & Samples

  • Manage service relationships with assigned MMCo operating company groups by chairing weekly meetings – reviewing outages, resolutions, and ongoing corrective action items; where required, work with the operating company IT to manage problem initiatives
  • Analyze incident volumes and trends to identify process or technological improvements that will reduce incident volumes, streamline their resolution, or enable incidents to be resolved at lower support tiers
  • An example would be to identify an application generating hundreds of password reset calls to the service desk monthly when there is already a self-service password reset feature in the application
  • The problem manager would work with the teams to identify ways to increase utilization of self service to save time for colleagues and support groups
  • Note - qualified candidate(s) will be located in the specific geographical areas referenced OR willing to relocate at own expense - relocation assistance is not provided for this role as this time
78

Senior Incident & Problem Manager Resume Examples & Samples

  • Communicate with all global incident managers
  • Driving the efficiency and effectiveness of the incident management process
  • Provide awareness, facilitation and escalation of Ford Credit incidents
  • Proactively capture and communicate data relating to current incidents
  • Creating and presenting monthly business metrics for application availability
  • Perform follow-up of incidents to ensure resolution through the closed loop process
  • Participate in the Production Management Daily Review to identify Critical Success Factor(CSF) violations
  • Provide monthly Critical Success Factor assessment
  • Provides technical guidance in creation of CSFs/KPIs
  • Monitor Critical Success Factors for Weekly Metrics Reporting
  • Lead High and Critical Incident bridges through to resolution or hand-off
  • Facilitate warm hand-off transition to regional incident managers or incident management analysts to ensure correct communication and action items moving forward
  • ITIL v 3 Foundations Certified
  • 7 + years’ experience in Previous Incident and Problem Management Experience
  • 7 + years previous experience creating and reporting multi levels of leadership
  • 5 + years’ experience working on a global team with geographically distributed team members
  • Change/Incident/Problem Mgmt. and Project Mgmt. experience
  • Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements and priorities
  • Ability to perform tasks under pressure and meet deadlines
  • Ability to develop strong working relationships
  • Utilizes analytical skills with a data-driven mindset and problem solving approach
  • Accountability for ensuring process discipline
  • Collaborate and communicate effectively with others
  • Strong verbal and written communication skills with the ability to present to all levels of management
  • Strong knowledge of the MS Office 2010 product suite and SharePoint
79

Problem Manager Resume Examples & Samples

  • In this highly visible role as Problem Manager you will
  • Problem Management responsibilities will primarily be reactive in nature working on root cause for Major and Chronic Voice Incidents
  • Analyze and troubleshoot large complex networks with mixed media and protocols
  • Create Root Cause Analyses and Major Problem Reviews and present findings to the customer
  • Strong working knowledge of Unified Communications (CUCM and Voice Gateways, CUC, Cube, CUPS, CER and UCC Express). Equivalent to a Tier 3 Incident Management Engineer
  • Understand and have working experience in a results driven environment, such as a NOC, for a minimum of 5 years
  • Firm understanding of ITIL Process guidelines, with specific focus on Service Operations and Problem Management
  • Ability to isolate problems and deliver solutions with a high level of customer satisfaction
  • Experience with developing and presenting consumable customer reports
  • Proven planning, prioritization and organizational skills
80

IT Major Incident & Problem Manager Resume Examples & Samples

  • Bachelor’s Degree and 6 or more years of experience in the Technology area OR
  • High School Diploma or Equivalent and 8 or more years of experience in the Technology area AND
  • 6 or more years consulting experience in service improvement or performance management
  • 6 years of experience in outsourcing of IT services
  • Strong conflict resolution, organizational and analytical skills
  • Ability to lead in a team environment
  • Experience of working in service delivery within a large outsourced environment spanning multiple geographies and business units. This experience may have been gained on the client side or with a large service provider / service integrator
  • ITIL V3 Certification to at least Foundation level
  • Knowledge of IT infrastructure and application technologies
  • Experience in handling complex situations and escalations
  • Excellent analytical skills with experience of use of root cause analysis tools and techniques
81

Problem Manager Resume Examples & Samples

  • Three (3) or more years of experience working in problem and/or incident management with degree required; or
  • Five (5) or more years of experience working in problem and/or incident management without degree required
  • Professional service firm experience preferred
  • Ability to work after hours and weekends as required based on criticality of outages and impact of service events to the firm
  • Strong overall understanding of IT infrastructure, application development and overall production system integrations
  • Creative problem solving
  • Ability to follow an issue through to its logical conclusion and escalate as necessary
  • Ability to work independently as well as part of a team
  • Excellent written communication skills, maintaining accurate documentation and technical authorship of complex documents
  • Excellent interpersonal and customer relationship skills
  • Ability to translate complex technical issues and topics into layman terms for diverse audiences
  • Capability to communicate and interact with all levels of employees and management
  • Ability to interact and build relationships and consensus among people
  • Ability to facilitate meetings efficiently and effectively
  • Ability to effectively organize and delegate complex tasks
  • Capacity to work in a deadline-driven environment while handling multiple complex projects/tasks simultaneously with a focus on details
  • Capable of working well under pressure while dealing with unexpected problems in a professional manner
  • Advanced knowledge and understanding of firm standard applications and all aspects of the IT environment
  • Ability to research and resolve problems, acquire and maintain knowledge of relevant software solutions and support firm policies and procedures
  • Capacity to travel on a limited basis in support of stated goals and/or for firm sponsored trainings and conferences
82

Tcap-problem Manager Resume Examples & Samples

  • Contribute to the problem management process and its operation and perform defined problem management tasks
  • Ensure that the policy and standards for problem management are fit for purpose, current and are correctly implemented
  • Review new business proposals and provide specialist advice on problem issues
  • Work with ZIG stakeholders to agree prioritization of problems and TCAP deliverables associated with specific problems
  • Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services, challenging non-fact based decisions
  • Ensure that such problems are fully documented within the relevant reporting system(s)
  • Review new business proposals and designs to provide specialist advice on problem management to eliminate downstream operational issues during the design & delivery lifecycle
  • Coordinate the implementation of agreed remedies and preventative measures
  • Analyze patterns and trends
  • Initiate and monitor actions to investigate and resolve problems in systems and services
  • Analyze operational processes and incidents; identify alternative solutions, assesses feasibility, and recommends new approaches
  • Evaluate or contribute to the evaluation of the financial, cultural, technological, organizational and environmental factors which must be addressed in the change implementation
  • Establish, or help establish, the requirements for the implementation of changes in the operational process
  • Bring about significant improvement and measurable business benefits by identifying, proposing, initiating and leading individual improvements or significant programmes of improvement
  • Identify opportunities for automation to reduce cost or reduce error rates
  • To provide a common point for the migration of best practice/ performance into wider activities to utilize best practice activity
  • Provide a range of Network/IT problem reporting to ensure that agreed levels are measured and monitored on an ongoing basis
  • Create and maintain a forward looking problem plan
  • Organize and maintain a regular problem review process with both key business and Network/IT representatives
  • Determine the problem requirements from the business for new or enhanced Network/IT services
  • Conduct problem risk assessment for existing services
  • 8+ year’s problem management experience
83

Problem Manager Resume Examples & Samples

  • Skills and knowledge of Radio Access Technologies
  • Mobile Core and Radio architecture (3G/4G)
  • Mobile Network Service Control layer and Messaging (3G/4G)
  • Traffic Enforcement/Management Solutions
  • IP Networking and Security
  • Capability and willingness to learn and gain expertise in other areas of the mobile network by working with the area experts
84

Incident Problem Manager Resume Examples & Samples

  • In-depth knowledge of incident, problem and change management processes (ITIL)
  • Java, C++, SQL, Python and XML basic Understanding
  • Oracle DB Server and Windows Server understanding
  • IT experience covering specification, design, development, validation, implementation and maintenance of IT solutions in large organizations
  • Proactive and with a finisher personality type
  • Self-driven with the ability to work in a global team
  • Ability to and interest in collaborating and communicating with external parties, primarily customers, vendors and consultants
  • Operates naturally with an end-to-end perspective in mind
  • Good communication skills, both written and oral (English)
85

Problem Manager Resume Examples & Samples

  • Take responsibility for the performance of a given process along with the design of the processes necessary to achieve the objectives of the business
  • 2Advise relevant stakeholders in the business on improvement options and apply business process redesign methodology to develop effective solution to business problems
  • Identify the current state of a process and the improvements that need to be made
  • Establish and manage process performance objectives and take responsibility for the end-to-end performance
  • Identify and implement specific future change requirements to processes and will be responsible for creating stakeholder communities, regular communications, facilitation of workshops and general end-user training
  • Track record of effective process management and ownership
  • A broad understanding of the vast range of IT operations and Dimension Data service offerings
  • A strong business and commercial orientation and with a supporting interest in technology
  • A working knowledge of ITIL functions
  • Knowledgeable of the Dimension Data services offering
  • Interpersonal and collaboration skills with the ability to develop strong client relationships
  • Comfortable with communicating solutions to clients at a business and technical level
  • Professional documentation and writing skills
86

Problem Manager Resume Examples & Samples

  • Ensure all Problem Investigations and Known Errors are managed effectively through the Problem Management lifecycle and are documented accurately in the Service Management Toolset
  • Attend Post Incident Reviews as required and ensure that any actions are captured and related to the appropriate Problem record(s)
  • Arrange and hold Problem reviews to discuss and progress complex and/or stalled problem investigations
  • Ensure that Problems records are classified, prioritised and assigned correctly and details of the incident symptoms and workaround have been captured
  • Hold regular problem reviews with Support teams to review the current status and priority of ongoing Problem Investigations
  • Carry out regular Incident/Problem task reviews with the appropriate owners to ensure that all Incident/Problem Mitigation tasks are being delivered to agreed timescales
  • Raise Known Error records where root cause has been identified and a workaround is in place and manage Known Errors until a Permanent Fix has been put in place
  • Ensure that all high severity incidents are related to a Problem or Known Error record
  • Produce and deliver formal Problem reports to clients and FIS Management within agreed Service Levels
  • Contribute to any regular reviews or meetings related to Problem Management, as required
  • Produce accurate statistical reporting for Problem Management and deliver to appropriate stakeholders agreed timescales
  • Perform trend analysis of incident data to proactively identify underlying problems leading to common and/or repeat incidents
  • Contribute to the introduction and ongoing review of all Problem Management procedures, documentation, and statistical reporting
  • Support and assist the wider Service Desk and Incident Management functions as and when required
87

Senior Problem Manager Resume Examples & Samples

  • Ensure positive perception of the problem management process
  • Perform the management of both reactive root-cause analysis (RCA) and proactive trend analysis
  • Prevent re-occurrence of Incidents and minimize the impact of incidents that cannot be prevented
  • Make and drive root cause investigations, problem investigations, Managing RCA between technical teams
  • Follow up with appropriate SMEs to complete both corrective and improvement actions defined during RCA
  • May involve liaising with internal, external and third party suppliers
  • Ensure that agreed service levels are measured and monitored on an ongoing basis
  • Challenging non-fact based decisions
  • Minimum bachelor degree
  • Have 3+ years’ strong experience in IT Service Management/Operational environment
  • Adapts information/style to the audience, explaining difficult issues clearly, to establish consensus and gain agreement
  • Network (LAN, WAN, Wireless, IPT, etc.) end user support (not required but a plus)
  • Experience with the most common ITSM tools available in the market (BMC, Service Now, CA, HP)
88

Problem Manager Resume Examples & Samples

  • Contribute to proactive problem identification and trend analysis and ensure the problem information is collated by the Service Delivery Service Desk team and assist with determining if a duplicate problem or if a workaround exists
  • Excellent communication skills (both verbally and written)
  • Understand the business needs and expectations and consistently delivers a quality service
  • Proactive in your approach
  • Act with integrity and display good client service orientation
  • Demonstrate problem analysis and solution formulation ability
89

Problem Manager Positions Resume Examples & Samples

  • Ensure and monitor that appropriate action is taken to anticipate, investigate and resolve problems in systems and services
  • Maintain known error database updating with relevant solutions
  • Raise risks
  • Problem Management or Incident Management experience
  • Service Management experience
  • Confident Windows and MS Office user
  • Committed for strong documentation
  • Customer-oriented thinking
  • Affinity to technology and processes
  • Enthusiastic and pro-active personality
90

IT Problem Manager Resume Examples & Samples

  • Leads the client specific Problem Management team
  • Provides client focus within the Global Service Management Operating Center
  • Manages the client relationship ensuring client participation and accountability in the Problem Management Process
  • Reviews actions for cross client elimination
  • Drives projects and continuous service improvements
  • Reviews client demand (new services and requests that increase process complexity) and translate to resource requirements. Ensuring continues rightsizing occurs
  • Provides support for ad hoc projects to assist the client or Accenture management (gathering new metrics, developing/improving processes, seeking new business)
  • Conduct regular audits on process compliance and effectiveness and tracks actions to completion
  • Manages preparation for and response to external and internal audits of the Problem Management Process
  • Develops and owns all Problem Management processes
  • Accountable for the co-ordination of Problems and associated Service Level Management
  • Deploys new or updated processes into organisations working with local delivery teams
  • Invokes and adheres to the Global Escalation process and procedures
  • Monitors correlation of Problems to potential global learnings and in case of Major Incidents for incorporation of lessons learned in future audits
  • Trains and coaches new team members
  • Ensures delivery of high quality RCA’s and well maintained Problem Records for compliance
  • Drives issue prevention and process improvements reducing time to restore, increasing Mean Time Between Failures
  • Ensures centralized management of preventative and improvement actions
  • Ensures Global Knowledge Sharing occurs through published known errors and solutions in the Knowledge base
  • Document and publish various Problem Management reports regularly to stakeholders
  • Ensures the Global processes are followed and Change Management process is utilized to implement solutions
  • Identifies and raises risks when identified
  • Experience with supervising 5 + individuals
  • Process development experience
  • Operational focus and ability to quickly respond to changing priorities
  • Experience in IT networking in any ISDM Process role (preferably Incident Management or Problem Management)
  • Ability to understand and grasp the deep technical information and to document the information for business updates
  • Hands-on experience in troubleshooting and resolving complex IT problems in large enterprise environment is preferred, but not essential
  • Good understanding and knowledge of networking devices including firewalls, load balancers and packet shapers etc
  • Strong exposure to ITIL processes and preferably ITIL foundation V3 certified
  • Ability to deal with geographically dispersed virtual teams and drive the teams
  • Takes the initiative and works independently; is self-motivated and energetic
  • Proficient to excellent English level
91

Senior Problem Manager Resume Examples & Samples

  • Commitment to Quality Standards and continuous improvement
  • Demonstrates ability to engage and influence on complex issues at all levels both internally, with external 3rd party suppliers, and customer facing, with proven experience of escalation management
  • Where required by the contract, provide all governance functions and reporting
  • Thorough understanding of SLAs and their application
  • Conduct Major Problem review, identifying lessons learnt and driving improvements
  • Proven commercial awareness
  • Certified in appropriate business processes, Problem Management methodologies, and technologies to support business strategy
  • Problem Management Subject Matter Expert
92

Problem Manager Resume Examples & Samples

  • Develop and maintain a wide ranging understanding of all aspects of the EMS technology, system design and operation
  • Develop and maintain a comprehensive understanding of all implementation and operational processes used to deliver the EMS service
  • Establish excellent working relationships with the internal and external suppliers and partners that deliver the EMS service. Maintain an understanding of their roles and processes to ensure they can be engaged in effective service improvement initiatives
  • Undertake Post Incident Reviews (PIRs) to identify the underlying causes and contributory factors. Where necessary engage subject matter experts and drive the investigation to ensure full understanding and clarify. Record the details in appropriate documentation and using the standard problem tools operated by the company
  • Identify and prioritize process and product improvements in cross functional teams to improve EMS service and prevent recurrence of incidents
  • Maintain the status and priority of all improvement activities. Work with EMS Service Managers, Product Managers and other Problem managers to actively ensure that resources are focused on high priority actions that deliver long term and permanent service improvements
  • Identify owners for high priority improvement activities. With the sponsorship on EMS Service and Product management secure commitment for action project manage the delivery of improvements
  • Produce customer facing documentation and formal client statements in line with Thomson Reuters policies
  • Attend client meetings to assist account staff or service managers in communications regarding problem investigations and the progress of follow up actions
  • Establish a weekly operating cycle to review and provide status updates on all open problems. Provide a weekly report to the EMS Service team and EMS management
  • Provide documentation for Thomson Reuters Service forums and represent the EMS team in person at the weekly Service Forum Meetings when necessary
  • Participate in EMS Strategy and service design initiatives
  • Perform all activities within the current company framework. Work closely with process owners to refine and improve operating processes over time to deliver service more efficiently
93

Problem Manager Resume Examples & Samples

  • Ensure all Problem Management cases are managed within the defined SLAs
  • Ensure the quality of services and the execution of all processes are performed according to established global standards
  • Establish post incident review with appropriate groups to conduct and drive Root Cause Analysis of service affecting problems, ensuring actions are delivered within agreed timescales
  • Identify trends and potential problem sources, by reviewing multiple data sources in alignment with the ‘Trend Analysis’ process
  • Liaise with internal customers and stakeholders to determine root cause and drive problem elimination
  • Establish strong working relationships with business Service Managers, Service owners and wider business stakeholders to drive service improvement
  • Assist in managing major incidents as required, ensuring the smooth transition from Incident to Problem Management phase
  • Ensure timely and accurate communications are sent during an incident
  • 6+ years working in a service or IT support role, problem management preferred or can demonstrate equivalent
  • Working experience in a production/operational environment, international experience valued
  • Passionate about Customer Service and acts with immediacy and urgency
  • Displays Leadership & Authority when facilitating
  • ITIL Foundation certified with knowledge and understanding of Incident and Problem Management processes
  • Excellent facilitation skills
94

Incident & Problem Manager Resume Examples & Samples

  • Experience in an Incident and or Problem Management role within an IT environment
  • Strong analytical/fault finding/diagnostic/trouble-shooting skills
  • ITIL Foundation – Service Management
95

Incident & Problem Manager Resume Examples & Samples

  • Strong GxP knowledge is required
  • Experience in pharma industry is preferable
  • You have excellent communication skills in English and you are comfortable working with different cultures
  • As a person you are structured, business oriented, outgoing and a natural team player
  • In-depth knowledge of ITIL, Incident, Problem and Change Management processes
  • Experience from working in a project oriented, international matrix organisation
  • You are able to manage relations (across hierarchies) and have a strong ability to collaborate and communicate
  • Understand business complexities and different perspectives of the same
  • Experience within Regulatory work processes and Graphic Designing are a plus
  • Experience from working in a service level based organisation and managing service level agreements with customers and vendors
  • High degree of flexibility and good interpersonal skills
  • Ability to collaborate and communicate with external parties, primarily with customers, vendors and consultants in multiple geographies and time-zones
  • Min. 3-5 years of experience with IT project work or 3-5 years of IT experience covering specification, design, development or implementation of IT solutions
  • Min. 3-5 years of experience within the pharmaceutical or other relevant industry, combined with general business understanding or 3-5 years of experience within operation and maintenance of IT systems in large organisations
  • Min. 3-5 years of experience working with GxP requirements
96

Problem Manager Resume Examples & Samples

  • Continuously improve our capability on problem management provided to our customer
  • Communicate and coordinate with concerned parties through the Problem Management process
  • Overlook the Known-error database
  • Coordinate with the internal Subject Matter Expert (SME) teams to guarantee assigned resources to work on Problems
  • Production of statistics and reports to demonstrate performance of the Problem Management process
  • Contribute to the development and implementation/improvement of policies and procedures
  • Follows ITIL framework
  • Raise risks and provide structured recommendations
  • Good understanding of procedures and application of procedures and concepts within own subject area (and understanding them in the context of the business)
  • Experienced and competent in own area
  • Good understanding and practice of Problem Solving techniques (5 Whys, Fishbone, Kepner-Tregoe, etc.)
  • Shares own expertise with others
  • Provide guidance and support to others. Completes own role independently or with minimal supervision/guidance
  • Applies knowledge/skills to a range of standard and non-standard activities. Interprets client needs, assessing the full requirements
  • Identifies solutions to non-standard tasks/queries
  • Awareness of internal/external business issues and best practice in own discipline which is then applied to own role
  • Creates informal networks with key contacts within own area
97

Incident & Problem Manager Resume Examples & Samples

  • Driving the effectiveness and efficiency of the incident and problem management process
  • Managing the work of incident support staff (first tier and second tier)
  • Monitoring the effectiveness of incident/problem management and making recommendations for improvement
  • Managing major incidents
  • Developing and maintaining incident/problem management systems and processes
98

Problem Manager Resume Examples & Samples

  • Identify trends and potential problem sources, by reviewing multiple data sources in alignment with the ‘Trend Analysis’ process. (H level quality)
  • 6+ years working in a service or IT support role, problem management preferred or can demonstrate equivalent (H level quality)
  • Ability to drive process improvement to continually improve service and reduce costs (H level quality)
99

Global Incident & Problem Manager Resume Examples & Samples

  • Work closely with the Global Service Desk and Event Management to ensure early attention to high severity incidents
  • Manage major incidents for all regions during EMEA/NORAM hours through to service restoration
  • Ensure that impact is understood and incidents are run with the correct priority
  • Ensure relevant and appropriate technical resources are engaged throughout the incident lifecycle
  • Take responsibility for the quality and timeliness of communications during an incident
  • Lead major incident bridge calls ensuring a structured approach is taken to service recovery
  • Assess the risk of further or repeat impact after service restoral and mitigate accordingly
  • Produce incident summary documentation
  • Conduct post incident reviews
  • Take part in a rota to ensure that the team can provide a 24*7 Incident Management service. (On call requirements kept to a minimum by follow the sun model)
  • Identify opportunities to strengthen the alignment between Service Desk and Incident Management
  • Identify follow up actions to be taken into the Problem Management process
  • Facilitate root cause analysis meetings with both internal and external parties
  • Ensure that problems which do not have a clear owner get sufficient traction for investigations to progress
  • Log, track and drive the satisfactory resolution of high priority problem tasks/records
  • Perform trend analysis to proactively identify Problems and opportunities to improve stability
  • Produce and present materials demonstrating the benefits of incident and Problem Management
  • Build relationships throughout the business and technology, developing a network that will help support the role
  • Contribute to the Continuous Service Improvement of the Incident/Problem Management processes
  • Contribute to regular process reporting requirements
  • Minimum 5 years’ experience working in production support
  • Minimum 2 years’ experience working day to day in an Incident or Problem Manager role
  • Strong verbal communication skills – confident leading large audio calls with all levels of staff
  • Able to assert authority to command the bridge, while being respectful and engaging
  • Strong written communication skills – able to write quality executive level reports
  • Proactive approach to identifying and managing risk
  • Tenacious and able to drive pieces of work from inception through to resolution
  • Able to work with different personality types in difficult circumstances
  • Able to remain calm and stay focused under pressure
  • Able to commit to working non-standard hours on occasion
  • Motivation to learn, develop, and grow
  • Certified ITIL v3 Foundation
  • Additional ITIL modules, particularly those relating to Service Operations
  • Experience working in the Business Travel Industry
  • Experience working with the Service NOW ITSM tool
  • Practical experience working as both an Incident and Problem Manager
  • Background providing technical support for either an application or Infrastructure Support team
100

Problem Manager Resume Examples & Samples

  • Provides strategy, governance and oversight of the problem management process to ensure alignment with organizational priorities and with service and operational excellence objectives
  • Collaborate with incident management to review incident trends to identify problems, training or knowledge opportunities
  • Develop, implement, and maintain internal problem management policies, procedures and associated training plans
  • Manage and provide guidance to junior members of the problem management team
  • Monitors the day-to-day use of and compliance with standardized methods and procedures for problem management
  • Ensure problem related artifacts are complete and meet process requirements and standards
  • Manages policies, standards and governance and ensures process integrity
  • Manages critical success factors (CSFs) and key performance indicators (KPIs)
  • Plans and implements process best practices
  • Generate strategies for enhancing operational efficiency and effectiveness as well as ways to improve productivity across functional areas within the process area
  • Responsible for the overall Demand, Budget & Resource management for process under the area of responsibility
  • Extensive knowledge and understanding of incident, problem and configuration management processes within the ITIL framework. This includes technology enablement and automation, process governance, measurement and audit, and continual process improvement
  • Solid knowledge and understanding of IT service management (ITSM/ITIL), including service delivery lifecycle
  • Experience with Software Development Lifecycle (SDLC) methodologies
  • ITIL Intermediate Certification in Service Operations and Service Transition
101

Problem Manager Resume Examples & Samples

  • Problem analysis
  • Action management and tracking through to completion
  • Ownership of departmental continual service improvement
  • Represent AIRBUS in client and third party problem management processes
  • Liaise with customers, partners, third party network service providers, other Airbus organisations and suppliers as required
  • Ensure that problem management KPIs are delivered in line with contracted services
  • Ensure full compliance to security process, practice and policy
  • Provide reports as required by the Service Delivery lead
  • Deliver cost savings and efficiency improvements
  • Delivery of problem management reports and business cases
  • Extensive service management experience
  • Familiarity with the ITIL service framework, root cause analysis techniques and a recognised Project Management discipline
  • Previous experience of operating a network service
  • Experience of analysing management statistics to identify trends of activity and strategic planning of continuous improvements
  • Ideally knowledge of the MoD culture, environment and operating practices
  • Basic technical awareness of networking, server and UAD based technologies
  • Good presentation and report writing skills
  • Good communication and people management skills
102

Incident & Problem Manager Resume Examples & Samples

  • To act as process owner according to the established general role description BIT 09-247
  • To participate as the representative for IT in projects initiated by the operations
  • To act as Project Manager in projects initiated by the IT Department
  • To participate in IT initiated projects, locally and globally
  • To participate in global and local forums with respect to common IT services and systems across the operations
  • To keep informed about and work based on the rules and policies that apply in the operations.Powers
  • Right to approve authorizations for specified common IT systems across the operations
  • Administrator powers for WSE OU, with separate admin account
  • Participation in Global decisions concerning common IT services and applications across the operations
103

Problem Manager Resume Examples & Samples

  • Coordinate with partner teams to improve process flows, reduce time to resolution and ultimately improve the customer experience
  • Perform and document the results of a root cause analysis (RCA) on IT infrastructure, applications and databases using proven problem analysis methodology
  • Identify, investigative and report on recurring incidents
  • Coordinate problem management meetings within internal and external partners to identify root cause, follow up on remediation steps and investigate potential problems to prevent future incidents
  • Identify major drivers of incidents by providing trending analysis and metrics
  • 2 -3 years of hands on experience working IT with at least 1 year working as a problem management analyst
  • Experience working within an IT Service Management (ITSM) framework and ITIL v3
  • Experience working a ServiceNow environment is a plus
  • Experience handling PCI, HIPPA and PII data is required
  • Results oriented with a flexible attitude and strong leadership skills required
  • Experience working in a large application environment
  • Must have strong analytical, planning, organizational and communication skills with the ability to provide a concise business translation of technical requirements and descriptions
  • Ability to work within and lead cross functional teams
  • Ability to work flexible hours and be available on-call in a 24 x 7 x 365 environment
  • BA or BS degree in related field (equivalent experience may be considered)
104

Dedicated Problem Manager Resume Examples & Samples

  • Review and investigate customer related problems
  • Drive the problem until resolution, coordinating with problem investigators
  • Document, review the RCA, providing the problem technical details
  • Create and maintain known error records on the Known Error Database
  • Manage execution of task list
  • Manage RFC with change management via MACHX
  • Review Problem Resolution and close the problem
  • Analyze problems trend
  • 3 years in customer service environment in the I.T. Industry preferably with some
105

Problem Manager Resume Examples & Samples

  • Chairing Post-Mortem Reviews (PMRs) and manage the life cycle of Problems through root cause analysis, to the completion of associated error resolution tasks of problems resulting from incidents in the production environment
  • Escalation to senior managers on key risks and remediation activities that may be at risk of delay
  • Interface with other work streams (Incident, Release, Front Office Production Support, and Change) to highlight key problems and initiate error resolution activities
  • Providing information, and where appropriate, training on process and the service management tool
  • Pro-active, can do approach
  • Personal commitment and flexibility
  • Ability lead and direct virtual meeting with various teams, peers and senior management in a constructive and business-focused way
  • Demonstrable ability to multi-task and prioritise effectively
  • Good command of spoken and written English
  • Previous Problem Management experience in IT Operations
  • Experience working in IT Operations and 2 years within a problem management background
  • Demonstrable continual process and service improvement
  • Experience of using the service management tool Service Now
106

Problem Manager Resume Examples & Samples

  • A problem manager is responsible for facilitation of high profile problem investigations across multiple application and infrastructure teams. Problem mangers provide leadership with the technical subject matter experts with the primary goals of identifying the root cause and solutions for high priority problems. They are required to interact and communicate with technology/application support teams, infrastructure engineers, and senior leadership to ensure objectives are addressed and expectations are managed. Problem analysis and identifying trends are also key objectives
  • This role is involves working closely with a technology Call Center to identify problem trends and opportunities to improve the overall customer experience by conducting problem investigations. These investigations will focus on what can be done to address major incident impacting the Call Center as quickly as possible, including automation, process change, additional monitoring and working with technology and application teams to implement knowledge management improvements
  • Strong facilitation, interpersonal and teamwork skills are required
  • 2-3 years Cherwell experience is highly desired
  • Deep knowledge of Call Center technologies is highly desired
  • Cause Mapping experience is highly desired
  • Exposure to a variety of applications and/or infrastructure areas is desired
  • Deep knowledge, established relationships and experience with Northwestern Mutual applications including but not limited to New business, CSS, NMConnect, Client Website, DI Benefits, SRC and / or batch processing
  • Deep infrastructure knowledge with Virtual Machines, Server, Network, Storage or Security is highly desired
  • Able to quickly learn the high-level flow of new application and infrastructure components
107

Major Incident & Problem Manager Resume Examples & Samples

  • Management of Major / Critical incidents which has significant business and revenue impact and primarily involving large scale infrastructure issues or high risk data or application issues
  • Root Cause Analysis and remediation of problems
  • Participation in the team's weekly on-call rotation when sufficient team experience has been gained
  • Working with IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements)
  • Assisting in driving educational, training and communication programs surrounding the IT Service Management
  • Identifying opportunities for continuous improvement by interacting with various organizations in IT, evaluating incident management and incident management data processes, identifying weakness and recommending improvement plans; identify and drive data quality improvements and opportunities for automation
  • Minimum of 3-5 years of relevant experience
  • ITIL V3 Foundation Certificate in IT Service Management preferred
  • Ability to quickly and clearly communicate incident status via email in business friendly language
  • Experience with ITSM tools (ServiceNow, Remedy) with strong understanding of service management principles it supports
  • Strong organizational skills and the ability to effectively manage multiple tasks simultaneously
  • Good knowledge of Google Docs, Google Sheets, MS Excel, PowerPoint and Word
  • Able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
  • Able to maintain calm during stressful situations
  • Knowledge of the software development life cycle
  • Knowledge of AWS, Linux, databases and networking will be an advantage
  • Global exposure working with teams
108

Problem Manager Resume Examples & Samples

  • Accountable for the delivery of problem management within the EMEA region
  • Ensures impact to the business of any Major or severity 1 incidents are understood, leads problem management Investigations across Priority systems as determined by Service Execs and prioritises RCA investigations as appropriate
  • Maintains and manages a prioritised list of active problems under management and pipeline to inform scheduling of resources
  • Co-ordinates and tracks integrated supplier and Tower input into Problem investigation and resolution, avoiding silo behaviours
  • Ensures known errors databases are effectively maintained and utilised
  • Leads root cause analysis of Severity 1 and 2 incidents, supports delivery of e2e Problem Management, leads trends analysis of Severity 3-5 incidents
  • Tracks and monitors supplier performance and takes action to address performance issues e.g. by flagging to service leads where suppliers are consistently delinquent in proactively identifying and resolving problems
  • Reviews MI to identify trends and applies knowledge to prevent incidents from recurring and / or minimise the impact of incidents that cannot be prevented
  • Supports the Major Incident Management resolution activity through Knowledge sharing and lessons learnt
  • Supports Major Change Implementations to avoid Major incidents following the change
  • Provides Assurance and Sign off for Local PM Supplier RCA Analysis
  • 3 - 5 years experience of working in service delivery within a large outsourced environment spanning multiple geographies and business units. This experience may have been gained on the client side or with a large service provider / service integrator
  • Excellent knowledge of all ITIL service delivery and service support processes with a good understanding of how the performance against these processes are measured and monitored in real life situations. ITIL certification is a plus
  • Demonstrated understanding of IT infrastructure and application technologies interoperate within a modern global financial services organisation
109

Lead Problem Manager Resume Examples & Samples

  • Through 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 National Grid IS Services
  • Capture information required to enable effective proactive analysis and reporting
  • The Problem Management team operates Monday to Friday during working hours and may also be asked to provide adequate coverage outside of the working day as required by the problem and/or the assigned IS Ecosystem partner
  • Have at least 5 years working in a role that has required strong analytic and diagnostic skills and attention to detail
  • Be able to demonstrate the ability to communicate, both verbally and in writing, with both technical and business people in terms they can understand
110

Problem Manager Resume Examples & Samples

  • Accountable for the successful and timely restoration of all major incidents that are assigned to them, whilst keeping the business and customers updated
  • Review and update the documentation for the current major incident and problem management processes within Updata to be in line with ITIL best practice
  • Be accountable for overall Problem Management satisfaction according to contractual customer SLAs and internal KPIs, and implement corrective actions as required
  • Responsible for minimizing and mitigating business-impacting incidents through controlled problem identification and responsive/proactive service improvement plans
  • Management of problems to successful conclusion whilst delivering an excellent customer experience
  • Establish and maintain timely communications with all Problem stakeholders to ensure they are kept informed of Problem and service improvement status
  • Work closely with the Service Delivery Team to drive service improvement for our customers and conduct problem management reviews with customers where appropriate. Highly skilled in all aspects of problem management and major incident management, with proven experience in both areas
  • Ability to work well in a high pressure environment, whilst maintain focus and sense of urgency and decisiveness
  • Demonstrate relationship building, motivation and influencing skills in order to produce results
  • Experience of large and complex service management contracts
  • Excellent understanding of Service Management principles and Service Level metrics
  • Proven track record of providing excellent customer service to SLA’s and experience of managing key customer relationships within a service management type role
  • Sound technical knowledge and understanding of IT/network/communications services including WAN/LAN
  • Good working knowledge of Microsoft Excel
  • Possess mature interpersonal skills and is successful at developing and managing relationships at all organizational levels, both internally and externally
  • ITIL qualification and experience of the application of the IT Infrastructure Library framework in the workplace
111

Incident & Problem Manager Resume Examples & Samples

  • Ensure compliance with the Incident & Problem management processes; to ensure effective and efficient management of Incidents and Problems
  • Ensure timely and accurate communications during an incident
  • 9 + years working in a service or IT support role, incident management preferred or can demonstrate equivalent
112

Problem Manager Resume Examples & Samples

  • The day-to-day management of the client's business activities
  • Timely responses to client inquiries
  • Pro-active management of client needs
  • Regular communication and liaison with internal and external client business owners
  • The ability to plan and strategize with Strategic Relationship Manager and Lead Client Services Manager on direction of client business
  • Ability to manage entire production workflow of client projects (data processing, printing, fulfillment, mailing, invoicing, reporting, inventory management)
  • Direct all aspects of the development and implementation of assigned projects and provides a single point of contact for complex large scale, highly technical projects
  • Drive projects/programs from original concept through final implementation, directing the deliverables of other Project Managers and team members
  • Partner and collaborate with stakeholders throughout the business unit to gain consensus and drive project completion. Develop processes across programs and ensures consistent implementation
  • Establish, track, and maintain project schedules; manage internal organizations to meet client dates and communicate weekly with all stakeholders
  • Conduct post-implementation reviews, review open change requests and time for completion
  • Minimum of 5 years of experience with supporting Client business process
  • Minimum of 5 years of experience with leading and executing against a complex & comprehensive communications plan
  • Minimum of 7 years’ experience managing a technology team
  • Proven ability to work independently and as a team member
  • Ability to be flexible and work analytically in a problem-solving environment
  • Strong coaching and project management skills
  • Strong organizational, multi-tasking, and time-management skills
113

Problem Manager Resume Examples & Samples

  • ,Competent to perform all programming, project management, and development assignments without close supervision; normally assigned the more complex aspects of systems work
  • ,Acts as team leader for development and support groups; provides programming and application/technical leadership, guidance, and assistance to other team members
  • ,Works directly on complex application/technical problem identification and resolution, including responding to off-shift and weekend support calls
  • ,Works independently on complex systems or infrastructure components that may be used by one or more applications or systems
  • ,Performs implementation and integration tasks for medium to large, complex in-house developed systems and/or purchased software solutions
  • Creates, updates, and publishes telematics metrics daily
  • Coordinates the problem management process for critical and high incidents
  • Facilitates escalation of critical incidents
  • Facilitates a "day 3" checkpoint meeting for each open problem ticket
  • Participates in incident management calls to assist in getting service restored quickly
  • Attends problem management RCAs as needed to ensure focus is being given to finding root cause
  • Must have a Bachelors Degree in STEM Technology related degree
  • 5 Plus years of IT operations experience in development support work
114

Problem Manager Workplace Client Mobility Management PCI Resume Examples & Samples

  • Defines the mapping of services to clients/users to establish the structure of service level agreements (SLAs). Establishes, documents and maintains operational methods, procedures, and facilities in assigned area of responsibility, and reviews them regularly for effectiveness and efficiency
  • Influences design and development of new and changed systems and services to optimize operational efficiency. Contributes to definition of associated standards and techniques. Recommends operational and maintenance acceptance of new systems and services
  • Contributes to departmental policy, procedures and practices on matters such as security, health and safety, environmental controls, service facilities and media storage
  • Maintains a broad understanding of the commercial IT environment, how the organization sources, deploys and manages external partners and when it is appropriate to use in-house resource. Advises on policy and procedures covering the selection of suppliers, tendering and procurement
115

Problem Manager Lead Resume Examples & Samples

  • Acts as primary communications interface to all Lines of Business supported by GTI for problem management escalations
  • Develops well-defined actions to responsible parties. These actions will ensure the problem does not reoccur; or will resolve process or documentation issues that could contribute to longer Time-to-Resolve (TTR)
  • Run post-implementation reviews to ensure changes intended to resolve problems, known errors, and associated incidents are completed and known error updates occur. Communicate with Incident and Change management to ensure related incidents are updated
  • Responsible for working with GTI technology towers and lines of business globally to ensure the Problem Management process is executed comprehensively. This includes focus on development of known errors; interaction with CMDB platforms; classification of incidents and problems to improve reporting that will lead to better trending and analysis of problems
  • Help to continuously analyze tools, processes, and reporting to ensure they meet the needs of Global Services Operations, the GTI towers, and our client LOB's
  • Partner with the Analytics team in analysis of 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
  • Strong cross technology background in areas such as network, distributed, storage and mainframe
  • Possess excellent verbal, writing and analytical skills as well as the ability to be detailed and process oriented
  • Knowledge of Enterprise Incident, Problem and Change management systems are essential
  • Proficient in Microsoft Office and collaboration tools
  • Ability to lead technical conversations with various infrastructure support groups
  • Ability to interface and work with multiple teams across regional boundaries and communication channels
  • Strong overall knowledge of technology business and best practices
116

Incident & Problem Manager Resume Examples & Samples

  • Be the point of contact and escalation for support groups and internal business during recovery of major incidents
  • Identify an incident owner to lead the incident process during major incidents
  • Ensures appropriate escalation procedures are followed using escalation/IO call out rota when required
  • Assess impact and progress during major incidents to ensure escalation is timely and appropriate
  • Provides accurate and timely communications in line of What’s Happening to appropriate distribution lists and senior management
  • Drives governance around incident management, for example, ensure an incident ticket is opened, escalated, updated, and closed correctly
  • Gather information and facilitate the decision-making process of granting approval for immediate change requests to systems with input from the appropriate teams, understanding the potential impact to production systems prior to approval
  • Ensure correct inputs to the Problem Management process using i-write up template once Incidents are closed
  • In-depth experience in ITIL incident management with good understating of problem and change processes
  • 6+ years working in a service or IT support role, incident management preferred or can demonstrate equivalent
  • Excellence in facilitating the resolution of complex incidents
  • In-depth knowledge of end-to-end IT incident management process
  • Passionate about Customer Service and displays sense of urgency
117

Problem Manager Resume Examples & Samples

  • Lead the investigation of problems, via a root cause analysis (e.g. following on from major incidents) or through proactive trend analysis and monitoring
  • Contribute to the development of the service management tool
  • Act as an interface between Operations, the business and service providers to ensure that problems are resolved
  • To ensure that changes and releases are initiated appropriately in response to problems
  • To communicate and manage expectations during problem resolution and act as a point of escalation
  • To be the focal point for all problem management issues
  • To provide relevant and useful management information
  • Ensure operations management provide appropriate resource levels for problem resolution
  • Ensure that problems, major incidents and planned/proactive tasks are correctly prioritized and delivered in accordance with those priorities
118

IT Problem Manager Resume Examples & Samples

  • Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
  • Prevents the replication of Problems across multiple systems
  • Reviews the efficiency and effectiveness of the Problem control process
  • Diploma or Degree in IT or related discipline
  • Minimum 3 years Incident & Problem Management experience
  • Good Network understanding
  • Good ITIL understanding
  • Good International Customer handling skills
  • Good Interpersonal skills
  • Desired:- Work experience in overall ITIL framework
  • Go Getter
  • Show Can – do – attitude
119

Incident & Problem Manager Resume Examples & Samples

  • Proactively manage the communications for high level customer escalations on service incidents
  • For all open Incidents in EMEA, keep the incident work log in the Verizon and client systems updated at regular intervals as defined in the Operations and Procedures Manual
  • Work in the customer ServiceNow system to insure tickets are addressed
  • Manage the fault resolution process by coordinating the required actions between the necessary parties (e.g., on-site technicians, third party vendors, external telecom service providers)
  • Facilitates direct escalation on behalf of the customer to the applicable OEM’s experts for fault resolution
  • Open, manage and participate in conference bridges for critical and high priority faults. Open and manage other conference bridges, as required
  • Assign incidents related to the services to the appropriate managed third party or other third party vendors as necessary
  • Concisely record the details of the assigned critical incidents as described in the Operations and Procedures Manual
  • Comply with ISO9001 and ISO27001 standards to meet certification requirements. Adhere to Verizon’s security policies CPI-810
  • Participates in performance review meetings
  • Manages integration of Customer Incident Management Process to Verizon Incident Management Process
  • Monitors the quality of the incident management process and intervene to correct and improve it as needed
120

Itsm Problem Manager Resume Examples & Samples

  • 3-Years plus experience in a Problem Management or related role
  • ITIL v3 foundation certified
  • Excellent spoken and written communication skills in English
  • Holds a Bachelor's degree in Business Management/ Information Technology or in a related field OR, the equivalent combination of education, training and/or experience
  • Experience of creating high quality management reports
  • Experienced in documenting processes, procedures and policies and implementing them
  • Experienced with MS Office to create presentations, spreadsheets and documents to a high standard
  • Experience of ITSM ticketing systems
  • Ability and willingness to work extended hours or modified schedule to meet deadlines
  • Ability and willingness to travel and work at various Company locations for short periods if required
  • Good understanding of the Software Delivery Life Cycle
121

Problem Manager Resume Examples & Samples

  • Work with resolver groups to understand root causes, lessons learnt and working with teams to drive through process, improvements
  • Proven experience working in a problem management role
  • Experience using Service Management tools such as Remedy
  • ITIL v3 (Foundation) Qualified
122

Senior Problem Manager Resume Examples & Samples

  • Stakeholder Management and Communication: Ensuring all Problems have clear ownership, ensuring that all stakeholders are kept aware of impact and progress on a regular basis until resolved
  • Proactive Problem Management: To improve overall availability of services by driving the proactive identification of Problems. Proactive Problem Management aims to identify and solve Problems and/or provide suitable Workarounds or strategic solutions before Incidents reoccur
  • Problem Categorisation and Prioritisation: To ensure all Problems are recorded and prioritised with appropriate diligence including adhering to Group & Barclaycard problem standards
  • Problem Closure and Evaluation: To ensure that - after a successful Problem solution - the Problem Record is fully evaluated and all related tasks are closed
  • Problem Review: Lead regular Problem Management reviews to ensure process compliance is adhered to and quality levels are maintained
  • Problem Management Reporting: Ensure that the other Service Management processes as well as IT Management are informed of outstanding Problems, their processing-status and existing Workarounds
  • Responsible for facilitating the diagnosis of root cause & driving the resolution of all Problems
  • Accountable for ensuring a Post Incident Review for Severity 3 Low & Severity 3 Medium incidents is conducted
  • Continuous process maturity development of the Barclaycard standards
  • Accountable for Barclaycard adherence to the Group Process & Toolset; including training
  • Identifying key Performance Indicators & Metrics to underpin the Problem process
123

Problem Manager Resume Examples & Samples

  • Single point of contact for one or more problems
  • Responsible for Ownership and Coordination of actions of those problems
  • To analyse root cause, identify Known Error and coordinating actions to fix the error
  • To review the Problem Trends and Planning and Driving Improvement Plan
  • To be proactive in identifying problems, analyse and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit
  • Proven Incident & Problem Management experience
  • ITIL process knowledge and preferably certification
  • Strong customer focus and customer service attitude
  • Ability to identify and action sales opportunities
  • High personal motivation and energy
  • Strong personal organisational skills
  • Innovation and Creativity
  • Composure and the ability to remain calm and dispassionate
  • Good communication skills – both written and verbal
  • Ability to communicate effectively at the appropriate levels, internally and externally
  • Able to travel to other sites
  • Show Can-do-attitude
124

Senior Problem Manager Resume Examples & Samples

  • Manage Risk Critically and Risk Acceptance Process
  • Assist with Configuration Management Implementation, Release Management Implementation, Operational Readiness Review Implementation
  • Create and send IT Operations daily reports; and lead the daily operations review meetings
  • Investigate High, Critical, VIP tickets
  • Update problem management status for management status reports
  • Investigate and document all X-Matter Alerts from previous day that have unknown causes
  • Manage Life Cycle of all Problem Records (Outage based and Tracking)
  • Perform Root Cause Analysis on Outages and events
  • Create and manage Action Items resulting from outages and/or Problem Records
  • Run and Manage Numerous Problem Management related reports
  • Actively work to fine tune Problem Management Module in ServiceNow and test changes in development environment
  • Serve as back-up for Change Management including participation in Technical Review Board and Change Review Board
  • Provide support and assistance to other Operations team members including participate in weekly Lead meetings
  • Bachelor of Science degree or 3+ years of relevant experience (or equivalent combination of education and experience)
  • ITIL Foundations certification
  • Problem management, business process analysis, and/or business process re-engineering experience and Change management experience
  • Experience delivering/facilitating customer meetings and presentations
125

Problem Manager Resume Examples & Samples

  • End to end management of all Problems, from initial logging, through to Problem Resolution and Closure, including Known Error status where appropriate – To ensure that the full Problem lifecycle is suitably managed and controlled
  • Pro-actively identify through analysis of Incident trending data, and engagement with Project Management/Service Transition – To identify where repeat issues are causing service degradation
  • Review Problems against the Problem Acceptance Criteria - To ensure that only items which meet the Problem definition are progressed via this route
  • Assess Problems, to ensure that suitable data is provided and that the quality of the data is high – To ensure that investigation and diagnosis can proceed as expediently and accurately as possible
  • Categorise and Prioritise Problems – To enable Problems to be directed to the appropriate Technical Resolver Group
  • Facilitate the investigation and diagnosis of Problems, via liaison with Technical Resolver teams, and the use of analytical techniques – To ensure that suitable attention is paid to problems, using appropriate techniques, to expedite diagnosis
  • Facilitate the Resolution of Problems, via engagement with Change Management, Service Improvement and the Customer – To ensure that Problems are resolved in accordance with SLAs and via the correct Process
  • Apply appropriate Resolution codes and close completed Problems - To ensure that accurate closure detail is captured, and can be used for trending and improvement activities
  • Own and manage the Known Error Database – To ensure that data contained therein is accurate and current, providing Technical Resolver Groups with access to relevant information (used for diagnostics, impact assessment and work-arounds etc)
  • Produce regular and accurate management reports – To enable the senior IT/Customer team to review performance, and to report against SLA compliance
  • Own the Problem Management Process and conduct a periodic (at least annual) review, incorporating improvements where necessary – To ensure that the Process continues to meet the needs of the key stakeholders, whilst representing a good balance between expediency and control
126

Problem Manager Resume Examples & Samples

  • Previous telecoms and/or energy sector experience will be advantageous
  • Experience of managing Problem Records in a heavily regulated environment
  • Complete understanding of Service Operations ITIL processes
  • Understanding risk, control and audit expectations within IT
  • Major programmes of work
  • BMC Remedy ITSM experience
  • Strong communication skills and the ability to manage senior stakeholders
127

Problem Manager Resume Examples & Samples

  • Minimum 3 years ITIL Operational experience in the Problem Management process
  • Understanding of the Atos IT Control Framework and the Atos organization
  • Understanding of the Atos Service Management Model
128

Problem Manager Resume Examples & Samples

  • Maintain the Problem Strategy and Vision based on best of breed Problem Management
  • Define, implement and govern the Problem Management process on the multiple accounts across UKPS
  • Produce RCA documents to a high level of detail and manage follow up actions
  • Maintain (and create where necessary) the process collateral (policy, process, procedures templates etc)
  • Define, implement and drive performance of appropriate SLAs and KPIs
  • Drive continuous improvement of the Problem Management processes
  • Liaise with stakeholders from partners, process community within the processes and any associated improvement
  • Provide regular reporting of process performance / compliance and any associated improvement activities
  • Utilise ITSM toolset
  • Ensure using appropriate methodologies (e.g. Lean) process deployed is operationally efficient end to end
  • Ability to communicate with a wide cross section of users and adjust engagement style to suit the circumstances
  • Strong team player, capable of working as part of a virtual and logical team and independently as circumstances dictate
  • Demonstrable working knowledge and understanding of the range of Service Operations and Service Management processes
  • Customer/Vendor Management, escalation management, customer relationship-building
  • In-depth understanding of technology in direct responsibility
  • Strong MS Office skills e.g. Excel, Word and Project
  • Sound decision-making skills
  • Previous Customer Service experience
  • Good motivational skills
  • Excellent understanding of all ITIL processes, including all Service Management disciplines
129

Itsm Problem Manager Resume Examples & Samples

  • Implements and manages incident monitoring and escalation process
  • Facilitates root cause analysis and forecast trending process
  • Assesses, analyzes and implements system enhancements to improve Help Desk productivity
  • Identifies and implement diagnostic and monitoring tools to increase efficiency and effectiveness of Help Desk
  • Designs, implements and manages operational and service level agreements
  • Provides dashboard reporting for senior management
  • Establishes and facilitates incident follow up and communication process with customers
  • Provides support to all support staff on incident resolution
  • Develops metrics to assess and improve production support
  • Reviews and recommends changes to support processes to ensure continuous improvement of the incident management process
  • Reviews and improves the accuracy and content of the service management system base
  • May escalate issues to supervisor/manager for resolution, as deemed necessary
  • Mentor other staff as applicable
  • Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations
  • 5 – 8 years’ related experience; or a Master’s degree with 3 years’ experience; or a PhD without experience; or equivalent directly related work experience
  • Experience with customer support in a large scale and diverse environment of incident management, escalation procedures and related disciplines
  • Expertise with Help Desk procedures, call management systems and call tracking tools
  • Able to work independently to asses, analyze and provide recommendations for complex support issues
  • Good interpersonal skills with the ability to communicate effectively and clearly to all levels of management
  • Good analytical skills with a structured and methodical approach
  • Highly organizes with the ability to plan ahead for short to medium-term objectives
  • Strong service attitude; builds lasting customer relationships, strives for efficiency and effectiveness
  • Must be able to work in a fast paced team oriented environment
  • Exceptional personal, technical and organizational skills
130

Problem Manager Resume Examples & Samples

  • Oversees day-to-day service operations (problem and incident management) at a regional level. Monitor and maintain agreed upon levels of service to customer
  • Assist in resolving / escalating service inquires as a point of escalation as required
  • Coordinate fault isolation and trouble resolution efforts with Verizon’s internal groups and all in-scope service suppliers
  • Facilitation of conference bridges as needed to resolve incidents. Produce customer defined '8D' documentation providing root cause analysis
  • Monitor service level agreements (SLA) for compliance with the Agreement and SOW and provide monthly SLA compliance reporting for Managed WAN and LAN services
  • Complete Network Diversity and Optimization Reviews. Proactively review and analyze customer’s network for improvements (i.e. upgrades, diversity, and disaster recovery)
  • Work on-site at key customer locations four business days per week, as needed and Verizon facilities, as needed in these areas for the duration of the contractual commitment
  • Maintains procedural standards and supports Continual Service Improvement initiatives in conjunction with the PMO team
  • Maintain the Verizon Incident Management Plan, which includes the procedure and contact numbers for requesting support from Verizon during an incident or service outage. The incident management plan will be updated as needed and posted to the document repository
  • Participation in Monthly Network Performance Meeting
  • Maintain documentation related to SCM activities, processes, and procedures
  • Training for VEC (ePortal) - Assist customer with registration and enrollment on VEC tools such as Dashboard, Network Management, Repair, Quick Ticket and eBonding. Verizon offers online customer oriented courses that help get customers "up to speed" on these tools. Provide on-going assistance as needed to maximize benefits of tool utilization
131

IT Problem Manager Resume Examples & Samples

  • Responsible for the management of the Problem Management process and ensure adherence of the process and escalation requirements within the various support and delivery areas
  • Continually scan and data-mine for potential problems and incident trends. Create, assign, and track all problem investigation tickets
  • Ensure problem investigation findings are thoroughly documented in the problem record and that known error records are created when appropriate
  • Scheduling, hosting, and facilitating problem reviews required to identify the root cause and corrective actions associated with each problem investigation
  • Responsible for providing leadership reporting on the current status of all open problem investigations
  • Responsible for escalating to leadership when appropriate focus on problem investigations is lacking or needing prioritization
  • Responsible for driving the efficiency and effectiveness of the overall Problem Management process monitoring for process effectiveness and ensuring adherence of established problem management process across multiple teams and organizations
  • Provide guidance and training on ITSM best practices for Problem Management and effective tool usage
  • Assist teams in establishing Problem Management SLAs and KPIs metrics including reporting requirements
  • Methodical approach to problem solving and attention to detail
  • Proficient in data analytics functions with advanced Excel skills (pivot tables, v-lookup formulas, etc.)
  • Ability to influence at all levels and can work well in stressful situation
  • Excellent verbal and written communication, interpersonal, presentation, decision making and development/planning skills
132

Incident / Problem Manager Resume Examples & Samples

  • Provide Incident Management, Request Fulfillment, Event Management, Access Management, and Problem Management
  • Ensure Operations are following the set processes and have the tools to do their job
  • Conduct major problem review (lessons learned) when a problem is closed
  • Collect, track, and report metrics that indicate Request Fulfillment
  • Input reports for performance Integrated end-to-end performance monitoring and management with Riverbed SteelCentral suite
  • Provide transparent, data-driven insight into the performance of on premise and cloud services consumed by SENS3 users
  • Provide Incident Management, Request Fulfillment, Event Management, Access Management and, Problem Management
  • Conduct network discovery and ensure that all configurable items are accounted for on the network
  • SCI Eligible