Transversal Technical Problem Manager
1 week ago
Build Baseline for Pb mangment on all UC technology
- Fine tune UC pb management interlock with other stakeholders
- Intiate Problem codes exercise on all UC technologoy in alignment with UC stakeholders.
- Intiate Pb management communication and Newsletter.
- Perform weekly Problem reviews, enrich invovlment of other teams managers representatives in disucssion to progress when needed with blocking PB
- Maintain and publish dashboards
- Define and provide KPIs on Problem performance, Deploy new PB KPI based on PB representation per different products
- Improve regularly process ( promote KEDB usage, update of related documents (instalation docs, icog..), work with DGPO & other similar transversal roles to improve problem managment....)
- Facilitate backup activity on pb managment to be done by other transversal team members
- Engage and align with incident manager for one tool one team project and for oceane best practices
- Promote pb management practices and produce newslettters
- Lead One team one tool project & objective alignment on concerned technology
- Enhance proactive Pb management triggers and source and identify with other stakeholders, best extracts optimization for proactive incidents ( monitoring ,orchestra and SIP tiger)
- work with incident managers to identify the chronic and repetitve incidents and create problems accordingly
- participate in the audit and provide the requested evidences and presentations
**about you**:
Good ITIL knowledge
Fluent in English
Good knowledge in UC technolgies( BTG,CISCO,Avaya,CC,B2GAAS..Etc)
Good presentation skills and Excel (reporting)
Project management is a plus
**additional information**:
**department**:Customer Services & Operations
**contract**:Regular
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