ITIL Problem Manager

Cynet Systems   •  

Cary, NC

Industry: Technology


5 - 7 years

Posted 7 days ago

  by    Emily Russo

We are looking for ITIL Problem Manager for our client in Cary, NC

Job Title: ITIL Problem Manager

Job Location: Cary, NC

Job Type: Contract 12 Months

Job Description:

  • Atleast 4 years of experience of problem management.
  • ITIL Foundations Certification required, ITIL Intermediate Service Operations (Good to have)
  • Managing the lifecycle of all problems
  • Problem identification, recording and identifying underlying causes of incidents and preventing recurrences.
  • Manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems.
  • Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management.
  • Drive Proactive Problem Management based on Alert trends, CIs affected by the Incidents etc.
  • Track the Root cause analysis timelines for all Problem tickets and highlight the ones on the verge of breaching SLA and drive them to closure
  • Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts., hardware types etc.
  • Also hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.
  • Delivering & managing high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organization; provide a practical representation of the Customer view within IT and the Service Centre; attend Customer meetings, review SLA performance
  • Responsible for proposing & implementing any CSIs related to Problem management.
  • Ability to work across functional areas to drive continuous improvement.
  • Demonstrable customer management / service skills
  • Complete understanding of the ITIL Problem management process and procedures
  • Strong individual with the ability to communicate and negotiate at all levels.