Problem Manager

Grafton Slovakia, s.r.o.

Miesto práce
Celé slovensko, Košický kraj, Košice
Pracovná oblasť
Informatika - software, Informatika - správa systémov
Zmluvný vzťah
Pracovná zmluva
Typ úväzku
Práca na plný úväzok
Druh pracovného pomeru
Informatika - software, Informatika - správa systémov
Ponúkaný plat
1 400 - 1 700 EUR / Mesiac
Požadované vzdelanie
Vysokoškolské II. stupňa
Náplň práce
- Problem Manager is responsible for managing the Problem management in accordance to method based on ITIL best practices.
- Reviews the efficiency and effectiveness of the Problem control process
- To be proactive in identifying problems, perform analyses and recommend Service Improvement plans with the possible solutions obtained from technical teams
- Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
- Drive all problems towards root cause identification and permanent fix
- Overall ownership and coordination of preventative actions related to problem records in line with global and local requirements
- Coordinates meetings with Preventative action owners and document progress where necessary
- Responsible for documenting known errors in the KEDB (Known Error Database)
- Produces Problem Management reports and management information
- Maintains inventory of problems under analysis and their current progress and status
- Work with all internal technical teams, Service Management and Customer/3rd party on high priority problems.
- Direct Contact towards the customer in regards to RCA’s, trend analysis and preventative measures
- Provide post mortem RCA documentation for Major Incidents into Leadership
- Supports escalation from Management and Customer perspective
- Excellent management, interpersonal, communication, presentation, and organizational skills
- Ability to understand customer expectations and ensure excellent service in direct and indirect manner
- General IT Environment concept knowledge
- Self-driven to achieve goals independently as well as work in team
- Ability to unlock potential of the team on professional level
- 5+ years’ experience working in an IT Service Management area
- 2+ years’ experience in Problem Management Process
- Ability to speak English B2+ (second foreign language: German would be a plus)
Grafton Slovakia, s.r.o.
Murgašova 3, Košice, Slovensko
Kontaktná osoba: