Luxoft is a global leader in high-end software development.
Luxoft is looking for talents with a passion for technology & ready to create original solutions. Once on board, you are invited to expand your knowledge & skills, offering you a continuous learning experience helping you stretch your potential.
So if you’re enthusiastic by the idea of accessing cutting edge technology & innovation to make an impact, why don't you join us?
Management the lifecycle of all Problem tickets and preventing Incidents from happening as part of the team of Problem Managers.
Owning of the Known Error Database.
Minimizing the impact of unavoidable Incidents and making temporary solutions available to Incident Management. Defining final solutions for known errors and performing trend analysis of important services or historical Incidents.
Being a single point of contact for one or more problems and is responsible for ownership and coordination of actions of those problems to analyse for root cause, identify Known Error and coordinating actions to remove the error.
Responsibility for reviewing problem trends and proactively taking actions to identify problems and remove errors for a department or business unit.
Identification of trends and potential Problem sources (by reviewing Incident and Problem analyses).
Preventing the replication of Problems across multiple systems.
Reviewing the efficiency and effectiveness of the Problem control process.
Coordinating meetings to resolve problems.
Maintaining inventory of problems under analysis and their current progress and status.
Following up issues and progress with problem owners where necessary.
Identifying resources needed to resolve problems.
Monitoring the effectiveness of error control and makes recommendations for improvements.
Developing and maintains Problem and tickets handling system (Remedy).
Reviewing the efficiency and effectiveness of proactive Problem Management activities
Reviewing Incident data to analyse assigned problems.
Investigating assigned problems through to resolution or error identification
Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and Known Errors.
Raising RFCs to clear errors.
Monitoring progress on the resolution of Known Errors and advises Incident Management staff on the best available Work-Around for Incidents related to unresolved Problems/Known Errors.
Assisting with the handling of major Incidents and identifying the root causes.
Ensuring that support SLAs, OLAs and UIC are strictly adhered to.
Escalating tickets at risk of breaching SLA/OLA to process coordinator/manager.
Management of archiving and updating operational documentation and procedures for services, applications and processes.
3 years of experience as team member in IT Service Organization, working with Incident and Problem Management and correlating ITIL processes and significant experience solving complex Incidents and Problem tickets.
Strong sense of ownership of IT services quality, and customer orientation, ability to proactively follow up on customer issues.
Strong ITSM processes orientation.
Experience in working within financial sector is a plus, but not a pre-requisite.
Excellent communication skills in English – listening, verbal and written – including meeting management and facilitation.
Production Assurance is a subunit within Group Functions IT at Nordea and at the moment we are moving our application support and maintenance to Poland, therefore we are looking for motivated Problem Manager to join our Production Services team.