Problem Manager Resume Samples

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L Abbott

Leif

Abbott

3204 Nitzsche Burgs

San Francisco

+1 (555) 660 4237

3204 Nitzsche Burgs

San Francisco

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

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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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

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

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

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

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

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

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

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

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

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

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

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

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)

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

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

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

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

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,

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.)

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

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

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

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

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

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

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

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

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)

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.)

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

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

Wroclaw Problem Manager Resume Examples & Samples

Incident/Problem Management
Communication
Root Cause Analysis

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)

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)

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

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

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

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)

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

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

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

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

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

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

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

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

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

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)

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

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!

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

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

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

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

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

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

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

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

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

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)

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

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

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)

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

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

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

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

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

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

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

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

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

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

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)

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

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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

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