Description
Global industry leader known as a Top Employer in the Atlanta area seeks an Operations Problem Manager to be responsible for the analysis of issues relating to Problem Management at all tiers of support. The OPM will continually analyze data and events, seek out, recommend and drive solutions through to implementation in order to improve the efficiency and effectiveness of this company's global technology service.
Job Responsibilities:
Develop and maintain Problem Management and Error Control processes. Co-ordinate a rapid and effective cross-sectional response to major incidents including escalation, follow-through, dissemination of workarounds, or resolution advice and closure. To manage in-depth investigations into IT-related problems in order to minimize or prevent future breaks in service. To conduct detailed analyses of data gathered via the Service Management process in order to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues. Develop, co-ordinate and promote the effective functioning of problem management activities across all of global technology's support and development areas. Co-ordinate the rapid and effective handling of major incidents. Lead the investigation of problems, via root cause analysis (eg following on from major incidents) or through proactive trend analysis and monitoring. To examine potential areas for service improvement and raise proposals with senior global technology management, including via the raising of Requests for Change. Provide expert guidance to all support teams within global technology and assist in their training and knowledge development. Design, prepare and conduct training courses relating to problem management and the appropriate usage of the global technology problem management system. Design appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis. Deputize for the Service Centre Manager as and when required and undertake other Service Centre duties when called upon.
The Ideal Operation Problem Manager should have the following qualities/skills:
Good analytical skills; a structured and methodical approach. Highly organized, with the ability to plan for short- to medium-term objectives. Commitment to Quality Standards and continuous improvement.
Specialist Skills and Knowledge:
Certification in Six Sigma (Blackbelt) with 3+ years experience in use within a Service Management role. Certification in and commitment to service management best practice as defined by ITIL (BS15000) or 3-5 years experience working in such an environment. Proven customer support experience (at least 4 years) in a large scale, diverse, multi-data center environment, with a particular emphasis on the use of problem management processes, escalation procedures and related disciplines. An understanding of Service Level Agreements and their application. Working knowledge of Java Application Containers (Jboss, Tomcat), Linux in a distributed systems environment, SOA Principles in a Realtime/High transaction environment. 2-5 years Application Development experience using the technologies mentioned above. BS in a sciences or technology related field of study or equivalent work experience.
Application Requirements
- Client will only consider local candidates.
- Accepting third-party candidates for this position.
Benefits/Perks
- Medical, Dental, Vision, and Life Insurance for Full-time W2 Consultants. Supplemental Disability and Long-Term Care Insurance, Dependent Care Assistance. 401(k) with Roth feature. Free E-learning Courses.