Problem Manager Leader
Sykes
San Pedro, Costa Rica
hace 13 días

Objective

The Manager - Problem Management will be the primary contact for all Root Cause Analysis (RCA), andrecurring / chronic incidents and crisis events.

This role is the main interface and point of escalation intoand from the company and Operations support teams for repetitive incidents.

This role will include fullownership and management of such problems and related events and working collaboratively withGlobal teams in the delivery of a standard strategic approach in accordance with Problem ManagementITIL best practices and related processes and procedures.

Requirements

  • Advanced English Speaker. Fluent in verbal and written English. High Proficiency level (85 %>
  • At least years of experience as a Problem Manager Leader (must).
  • Proficient in Problem Management related process and procedures.
  • Solid all-round technical knowledge of Networking and IT Infrastructure and supporting softwaredisciplines.
  • Proficient in the ability to resolve complex problems as defined by ITIL.
  • Knowledge of IT related Monitoring and infrastructure capabilities.
  • Understanding and knowledge of SLA’s, OLA’s and related KPI’s and their application within ITservices
  • Proficient in ServiceNow tools and modules.
  • Proficient in KEDB (known issues database) use to mitigate incidents.
  • Proficient in the identification and mitigation of recurring and chronic issues causing incidents.
  • Leading and directing initiatives, improvement and change in line with Continuous improvement andstrategic requirements
  • Thorough understanding of Secure services and IL level security requirements and ISO standards.
  • Competitive salary based on experience and skills.

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