Introduction
The Problem Manager leads the Service Management processes. They are also responsible for leading and managing critical situations by restoring service as soon as possible and driving ITIL processes. They ensure the appropriate resources are engaged along with providing effective, timely communications to customer and internal stakeholders. The releases can be inclusive of application updates, operating system patches, security improvements, hardware upgrades, Projects and Programs. The Problem & Incident Manager works collaboratively with all participants in development projects and is supportive of developers and testers as they set up their build dev/test environments. Where necessary they will provide tools and services to help project teams manage and deploy releases to production.
Team context:
The Service Management (SM) team is coordinating efforts across the CTO (incl. IT and business operations) line to maintain and increase the service quality through a constant cycle of agreeing, monitoring and reporting and instigation of actions to improve service, in line with business objective and cost justification.
Service Delivery / Incident Manager:
- Service Definition and associated SLAs
- Service Steering (Monitoring, Dashboards & Reporting)
- Owner of the Major Incidents process and for handling escalations
Problem Management:
- Diagnose the root cause of Incidents
- Coordinate efforts to solve the underlying issues
- Suggest Enhancements to prevent reoccurrence
Organization
Luxembourg – Consulting Services
Function
The mission:
- Design, deploy, and maintain ITIL processes
- Monitors the performance of processes and composes reports
- Develop initiatives for continuous process improvements
- Properly and accurately records all defined problems and identified changes
- Organize internal and external audits, assessments and coordinate implementation of the recommendations
- Efficiently monitors and follow up P1/P2 Incident lifecycle through the execution of the Incident Management process
- Manage major incidents by taking the necessary initiatives to lead resolution
- Coordinate, facilitate, communicate across teams/resources to drive resolution of high priority requests and ensure all SLAs are met
- Chair and contribute to Problem review meetings
- Ensure the proper information flow between support teams and customer
Requirements
Your profile:
- A Master’s degree in engineering
- 7-8 years of experience in the similar role
- Good organizational skills plus the ability to motivate people across the organization to provide solutions
- Working knowledge of Software Development Lifecycle
- IT management background and certifications (ITIL, COBIT)
- Confident communicator with the ability to negotiate at all levels
- French and English
Information
Ilona Grekova
Application
Ilona Grekova
