Process Manager

• Undertake the management of all problems for the clients infrastructure and applications
• Ensuring all problems are correctly logged, progressed, updated and authorised
• Take accountability of all open problems
• Directly interface to the incident process to support on critical situations
• Communication and escalation to the client, all subcontractor and internal
• Root Cause Analysis in partnership with resolving groups
• Monitoring and ongoing ‘management’ of Problem resolution activity in line with agreed resolution plans
• Ensure all actions and escalations are within the scope of the SLA
• Schedule/Chair Major problem reviews or works in conjunction with Major problem review team or members
• Pro-actively identify problems ‘at risk’ and take appropriate preventive measures
• Provide statistical information to support the SLA reporting
• Trend Analysis of problems
• Identify improvements to the Problem Management process.
• Recommending action as a result of Trend Analysis findings and other pro-active activity

• More than 5 years business experience and very good know how in:
  • Business German and English
  • ITIL Foundation
  • ITILv3 Problem-management
  • Basic IT-skills
  • MS Office
• Proactive team player
• Very good communication skills
• Flexible
• Willing to work with different cultures

We offer a competitive salary and benefits package, a supportive international team environment and the opportunity to develop your career with one of the world’s most respected outsourcing companies.