USG direct client is looking for ITIL Problem Manager at Alpharetta, GA
Responsible for Ownership and Coordination of problem tickets. Perform the management of both reactive root-cause analysis and proactive trend analysis within IT. Close coordination with Major Incident Management (MIM) and change Management processes to ensure adherence of the process and escalation requirements within the various support and delivery areas.
Roles and Responsibilities
· Problem Management: Manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate with MIM, change and other IT staff to ensure accurate and appropriate communications during Problems
· Major Incident Management: Co-ordinate closely with Major Incident Managers for critical incident analysis post resolution for RCA and permanent fixes
· Post Mortem Reviews: Call and chair Post Mortem Review meetings following Major Incidents; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner
· Trend Analysis: produce trend analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, departments, CI types etc; 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.
· Customer Interface: Delivering & managing 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; attend Customer meetings, review SLA performance, take part in new projects and represent the Cross Functional Service viewpoint & input
Key Skills/Knowledge/Experience
· Thorough understanding of ITIL and IT Service Management concepts
· Knowledge of Service and Systems management applications including ticketing/workflow tools
· Knowledge of at least one recognized process improvement techniques like FMEA, 6sigma, PDCA etc.
· Strong individual with the ability to communicate and negotiate at all levels.
· Experience in developing ITIL process performance metrics, measurements and agreements
· Experience in IT Infrastructure and Application technologies like database, network, storage components to support problem management
Soft Skills
· Excellent written and verbal communication
· Excellent presentation skills
· Excellent customer interaction skills
· Excellent documentation skills
· Good problem solving abilities
· Proven experience in interacting with senior management
Experience:
· 5+ years' operational experience as ITIL Problem Manager
Please share your updated resume at akansha.g@usgrpinc.com or feel free to contact me at 614-401-5194
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