Senior Problem Manager

• Lead Problem Reviews of Severity 1, 2 and 3 Major Incidents
• Identify focal points then lead causal analysis investigations
• Quickly and efficiently craft cause-and-effect charts for all Severity 1 and 2 issues
• Ensure necessary reports (RCAs, Post-Mortem Reports) are created to a high standard
• Develops and cultivates multi-functional partner relationships
• Track problem resolution tasks and document evidence of their completion
• Keep Problem reports current at all times
• Support Problem Management Reporting (Performance Metrics and Customer SLAs)
• Assist the line manager periodically with Audit and Problem governance metrics
• Identify areas of waste and recommend improvements
• Host Problem Management/Operational Excellence meetings
• Develop and lead Service Improvement Programs for chronic incidents
• Drive continuous improvements with technology teams from causal analysis investigation

• Broad experience in an IT-related operational support role
• Fundamental experience with ITIL good practices
• Operational experience with Service Management/Problem Management
• Experience with enterprise level service management tools (e.g., Service Now, BMC Remedy, HP Service Center)
• Highly proficient interpersonal skills and consistent track record facing off with senior Business/Technology partners
• Highly organized presentation, negotiation and customer service skills
• Creative thinker who challenges the status quo
• Strong analytic/diagnostic skills and attention to detail
• Bachelor's degree or equivalent work experience required

Bi-Lingual (English/Spanish) skills

• Medical, dental & vision coverage
• 401(k)
• Life, accident, and disability insurance
• Wellness programs
• Paid time off packages including vacation, sick leave, and paid holidays
• Discretionary and formulaic incentive and retention awards