Problem Manager is responsible for managing the service management processes in accordance to T-Mobile strategy based on ITIL best practices.

In this role you will be exposed to a variety all of T-Mobile services and technologies and will have a significant influence in driving improvements.

Responsibilities

• Collaborate across different teams identifying, designing, developing and improving Problem Management data solutions to minimize the impact of Incidents and Problems on the business,
• Perform root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the process,
• Manages and coordinate the implementation of corrective actions,
• Build and maintain effective relationships with internal stakeholders and vendors,
• Conduct Post Resolution Review of critical problems and support the follow up,
• Serve escalations from internal stakeholders and handle them accordingly,
• Build awareness of a Problem Management Process and act as a Problem Management SME,
• Ensure Problem Management KPIs are reported, their targets met and value is appreciated,

Requirements:

• Ability to speak English (minimum B1-B2 level),
• At least 3 years of Change/Incident/Problem Management or Project Management experience,
• Working knowledge of Incident/Problem/Change Management frameworks such as ITIL (certification not required, but is a plus),
• Strong ability to mine data from different sources, clean and prune data to discard irrelevant information,
• Ability to create pinpoint trends, correlations and patterns in complicated data sets,
• Self-driven and proactive approach,
• Excellent ability to define the problem and narrowing the analysis down,
• Strong influencing and relationship management skills,