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Senior problem manager

Darwin
beBeeProblem
Posted: 31 July
Offer description

Job Title: Problem Coordinator

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* About the Role:

The Problem Coordinator is responsible for the effective implementation and oversight of the Problem Management process across multiple client accounts. This role plays a key part in minimizing the impact of Problems on business operations by ensuring that the root causes of Incidents are systematically identified, investigated, and resolved.

Operating in a complex, multi-customer environment, the Problem Coordinator must be an analytical thinker with a strong understanding of ITIL practices, excellent coordination and communication skills, and a proactive approach to Problem-solving.

Key Responsibilities:

The Problem Coordinator plays a pivotal active role in service improvement initiatives by attending relevant meetings, ensuring clear accountability, and promoting best practices in Problem Management.

Responsibilities will include:

1. Lead and coordinate Problem investigations across client accounts.
2. Manage the full lifecycle of Problems from identification through to resolution and closure.
3. Facilitate Root Cause Analysis (RCA) and document findings in alignment with ITIL standards.
4. Ensure timely resolution of Problems and implementation of preventive actions.
5. Monitor and ensure the accuracy of all Problem Management tickets in accordance with established processes.
6. Analyse Incident trends to identify potential and recurring Problems.
7. Maintain and update Problem Management process and procedure documentation.
8. Gather data and generate operational reports on Problem trends and metrics.
9. Set and review ticket priority in consultation with Service Delivery and Service Centre Managers, taking client impact into account.

Requirements:

We are looking for someone who has knowledge of Problem and Change management, and/or experience working within an ITIL based environment. The ideal candidate should be skilled at multitasking, have articulate and methodical work practices, and high level of interpersonal and organisational skills.

Skills and Qualifications:

* Knowledge of Problem and Change management
* Knowledge of and/or experience working within an ITIL based environment
* Skilled at multitasking
* Articulate and methodical work practices
* High level of interpersonal and organisational skills
* Effective communicator
* Ability to work effectively within a team environment
* Ability to effectively build relationships and work collaboratively at all levels of the business
* Experience in the proficient use of Microsoft Office products, particularly Excel for data analysis and reporting purposes

Benefits:

Nec Corporation is an equal opportunity employer that welcomes and encourages applications from all backgrounds, communities, and industries. We are committed to maintaining a diverse and supportive environment, so we can thrive together.

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