As a Problem Manager, you will build and own the problem management program for our corporate office IT infrastructure services. Your mission: reduce support contact volume and level of effort by identifying and eliminating the root causes of recurring problems across network, AV, and print services.
You'll analyze incident trends, lead root cause investigations, and drive cross-functional teams to deliver lasting solutions. This role is for someone energized by finding patterns in data, asking "why?" until they reach the real answer, and rallying teams to fix things permanently.
Key job responsibilities
- Build and own the problem management program for corporate office IT infrastructure
- Analyze incident and contact data to identify systemic issues driving support volume
- Lead root cause analysis and drive corrective actions to closure
- Partner with engineering, operations, and vendor teams to deliver permanent fixes
- Track and report on metrics - particularly contact volume reduction and defect elimination
- Maintain known error documentation and workarounds for operational teams
- Drive continuous improvement of problem management processes and tooling
About the team
Office Infrastructure Excellence (OIE) partners with service owners, customers, and partner teams to continuously evaluate corporate office IT infrastructure health, close support gaps, and enhance support efficiency. We drive down contacts and level of effort for our primary customer, the Operations Management Center (OMC), and leverage freed capacity to onboard new work.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- 2+ years in problem management, incident management, or service improvement
- Background in corporate IT infrastructure (networking, AV/collaboration, print)
- ITIL v3/v4 Foundation certification or higher, experience with ServiceNow, or similar ITSM platforms
The base salary range for this position is listed below. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.
CAN, BC, Vancouver - 69,700.00 - 116,400.00 CAD annually
