Problem Manager - Customer Success and Support

Job Title :-Problem Manager

Location:- Open For 100% Remote

Duration:- 12+ Months Contract (With Possibility of extension)

In this role, you will join an established team of professionals in the Global Incident and Escalation team, who are responsible for leading and remediating high severity events with varying scope and impact. This is a senior role at requiring an individual who can take charge and lead a multi-disciplinary approach in problem management, collaborating across the functions and groups to drive the "so what” part of the investigation.

This role is not for those just following a detailed process– we are looking for an operations professional comfortable in true problem management who can be the change agent to analyze deep and find hidden opportunities to continuously improve our products and services for our customers.

The Problem Manager is responsible for managing the life cycle of "problems”. This includes preventing incidents from occurring, and if incidents do occur, prevent them from occurring again; as well the curation of RCA and RCM documentation for critical customer issues. The Problem Manager analyzes Incident and Escalation data, identifies issues, and works across the company to solve problems through a robust Post Incident Review (PIR) program.

The ideal candidate will have excellent problem-solving skills, be highly analytical, is a strong teammate, comfortable with ambiguity, customer enthusiast, comfortable with change, and experience working in a fast-paced environment.

What You'll Get To Do

• Reporting – manage a set of metrics, including appropriate categorisation to identify trends, clusters and hotspots that will point to likely focus areas for the future incident prevention. Reporting may include, proactive trending, seasonal/geography specific analysis, recurring incident volumes, high business impact problems.
• PIR Meetings - Jointly own and lead post incident review discussions with the lead Incident Commanders and the wider incident response teams to identify improvement opportunities across all pillars of process, people and tools.
• Root Cause Analysis – Collate information available from both the past (known errors) and present, and establish objective statements on high severity events that can be shared with the internal and external partners.
• Major problem management - detailed reviews are conducted on major problems, including those stemming from major incidents, to identify root causes and detailed action plans to prevent recurrence and customer meaningful outcome.
• Handle incoming requests
• Maintains onboarding and educational materials
• Maintains Problem process documentation
• Publish complete Root Cause Messages
• Works on related projects as needed
• Obtains internal/ external feedback regarding the program, turning them into actionable plans to improve process/ procedure
• Actively drives the creation and improvement of problem tickets in partnership with Incident Management
• Influence across the organization with data to drive the implementation of preventive measures and improvements .
• Conduct in-depth analysis of incidents
• Manage the complete implementation of root cause fixes and supervise the creation of knowledge articles.
• Established experience in ITSM Tooling for Problem Management at modular level and how it interlocks with Incident and or Change subject areas
• Promote awareness of standard processes for incident management.
  
  

Must-have Qualifications

• BS/BA degree with 4 years related experience, or 6 years industry experience.
• Advanced ITIL certification or industry certifications which can contribute to the experience requirement.
• Demonstrated analytic capabilities
• Excellent communication skills, written and spoken
• Most importantly, you think action-first and passionate about delivering with a strong desire to learn.
  
  

Nice-to-have Qualifications

• Experience building related programs, or inspiring change and transformation is a plus
• experience is always a plus, but not required. We do offer extensive (free for employees) training programs to help you understand and fully use our products.
  
  

Job #: 24-10763