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Sr. Problem Manager, IT Service Management

Location: Fort Worth, TX
Job # 11365874
Date Posted: 09-12-2018
This position is responsible for driving high priority incident resolution efforts, root cause analysis and problem remediation, ensuring the implementation of permanent fix in production environment with the purpose of improving the availability of critical systems. The individual will provide leadership to various technical teams to guide them in their efforts during high priority ongoing incidents and problem management phases of the service management lifecycle, leveraging best practices according to the ITIL framework.
Specifically, you’ll do the following:
  • Responsible for decisions related to prioritization and escalation of major production incidents, technical and business communication on outages and continuous improvement scoping and prioritization.
  • Hosts Problem Review calls to determine root cause and action plan towards preventing problem recurrence.
  • Manages the life cycle of all Problem records from Incident to root cause investigation. Owning the process of seeing this through to permanent problem resolution and closure.
  • Drives complex technical problems where analysis of situation requires in-depth evaluation and technical knowledge of all areas driving restoration of service with support teams.
  • Conducts QA around Problem Management validation of known error resolution and final validation, protecting the production environment.
  • Partners with Service Delivery and Application Support teams to collaborate on Continuous Improvement efforts and drive stability on Production environment.
  • Engages on ITSM projects and any related initiatives with little to no supervision.
  • Possess project delivery skills and experience working directly with stakeholders, customers, and clients.
  • Facilitates the discussion between Problem owners and the infrastructure teams in order to apply lessons learned through root cause analysis to outline objectives that can be completed in order to design more resilient systems.
  • Owns the Problem Management process, prioritizing with business stakeholders and ensuring the most critical incidents are addressed timely and successfully restored.
Required Qualifications
  • Strong verbal and written communication skills, problem solving skills (Required)
  • Strong ability to work independently and manage one’s time, while still being a part of a high performance team (Required)
Preferred Qualifications
  • 7+ year’s relevant experience with Incident, Problem Management as well as process improvement in a technology organization, or an equivalent combination of education and experience both within a process area and IT Service Management tools
  • Thorough understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages, including but not limited to: Incident Management, Problem Management, Change Management, Configuration Management, Knowledge Management, Release and Deployment Management, Service Catalogue Management, Availability Management, Continuous Improvement, Service reporting and KPIs
  • Broad understanding of all aspects of applications and infrastructure components
  • Proficient in various tools relating to the management of Incident, Change, Problem, Knowledge Management and reports.
Qualifications (Continued)
  • Knowledge of Risk Management, Compliance, Audit, Information Security and Technical Privacy
  • Extensive background in measurements of IT, services, deliverables and inputs
  • Must have ITIL v3/2011 Foundation certification, with preference for advanced Intermediate certification in ITIL's Service Operations or Operational Support and Analysis certification
  • BS/BA in a related field, such as Management Information Systems (MIS), Computer Science
  • Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
  • Proficiency in relationship building skills, including the capacity to predict and manage behavior, build and leverage cross-functional partnerships within and outside of the organization, and leverage influential leadership
  • Advanced knowledge of computer software, Excel, Word, PowerPoint
  • Ability to influence others at all levels of an organization with proven leadership skills
  • Ability to communicate effectively to team members on a regular basis
  • Ability to work across functional areas to drive continuous improvement
  • Ability to work in challenging and ambiguous environments
  • Ability to use data-driven techniques, analyze and interpret data
  • Excellent Problem Solving skills

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Gyna M. Bivens
President & Executive Director
North Texas LEAD

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