Problem Manager

The Problem Manager primary responsibility is management of the Problem Management process in scope of the Service Support ITIL processes. Seek and eliminate recurrence of incidents, proactively identify hidden risk and improvement opportunities. Undertakes pro-active investigations and preventive activities mitigation even potential IT business related risk. Carries out root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the process. To build and maintain effective working relationships across tiers (Capgemini, Client, 3rd Party and Partner contacts) ensuring that business and technical knowledge are applied effectively, in order to achieve the best possible levels of service quality and availability.

• Computer systems knowledge, integration and architecture concepts


• Understanding of cross systems interrelations in context of the global business process


• Experience in IT, with emphasis on operational management


• Good Management and communication skills, hosting and facilitating of Problem Management meetings


• Ability of working directly with business and service managers


• Ability of managing virtual teams to deliver Problem Management process and working cross functionally


• Service Management relevant experience


• Understanding of Service Management Framework


• Proven experience on trend analysis/reporting techniques

Desirable:

• ITIL V3 Foundation certification


• Team management skills

• Provides the effective operation of the Problem Management Process and oversees the Problem Management process delivery


• Performs proactive and re-active investigations protecting client\'s business and initiates actions to improve or correct the situation, ensures that customer’s business interests are maintained over and above those of any specific SDO, secures prioritization of problems from a business perspective


• Provides data driven decision based on the analysis of the aggregate incident data


• Ensures that cross -SDO problem investigations are conducted effectively securing end-to-end Service Level Agreement, acts as escalation point in scope of root cause analysis process


• Produces high quality reports, coordinates associated management actions - shares root cause and known errors and other lessons learnt across the regions and with service providers as appropriate


• Gets to the root cause of Incidents and recommends actions to improve or correct the situation


• Supports the resolution of the complex problems and root cause analysis requiring the input of the multiple functions/SDO’s


• Manages or coordinates implementation of corrective actions, communicates high quality updates to all stakeholders


• Ensures high quality input into Known Error DB and KM systems


• Enables that stakeholder resources are appropriately identified and coached


• Provides guidance and assistance to SDOs to ensure a globally consistent approach to operational processes


• Creates and maintains a network of the Problem Management contacts within the SDO’s and Service Domains


• Builds and maintains effective working relationships with Customers and Suppliers


• Facilitates operational and management oriented meetings


• Acts as expert for the Problem Management processes and collaborates with other Service Management services, various SDOs, stakeholders


• Participates in continuous service improvement


• Is aware of the service performance and supports improvements implementation


• Identifies Problem Management process improvement opportunities


• Trains the SDOs in Problem Management process


• Provides input to solutions for Problem Management during sales cycle

• Afternoon hours work pattern - 14:00 - 22:00 CET


• You will work in multinational, stable company for c.a. 100 Blue Chip Clients - known, global brands, supported by 6000 professionals in 30 languages
  


• You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen philosophy.


• You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ITIL, Vmware, Citrix, Oracle Database). You will have the opportunity to take part in coaching programs and develop your knowledge in experts communities.


• You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives
  


• You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program)