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Senior Problem Manager
2 weeks ago
**About the role**: The Problem Manager ensures all problems and known errors affecting the infrastructure and service are identified, recorded, and managed end to end through their lifecycle according to their priority. He/she ensures that underlying root causes are identified for incidents and suitable workarounds are identified that help client with service restoration or service improvement including incident resolution. Facilitate ITIL standards adherence. - Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified. - Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution. - Prepare statistics, KPI, and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes. - Coordinate, convene and facilitate major incident RCA's and problem review meetings. - Ensure the problems progress through the Problem Management process in a timely and prioritized fashion. - Create and deliver external content regarding service disruptions. - Ensure that the problem management information reflects accurate errors and is complete. - Develop trend analysis and prepare service improvement plans to address identified gaps. - Ensure recurring incident resolution is addressed with urgency. - Manage and maintain the information stored in the problem database. - Maintain a comprehensive understanding of all aspects of product delivery and operations **About you**: **Technical skills** - Minimum 3 year hands on experience in operational networks - Excellent network troubleshooting skills in the following :VPN Architecture: MPLS - Network devices: Cisco (Routers, switches, WAAS, AP,WCS, and IP telephony ) - Routing protocols (EIGRP, OSPF, EIGRP and BGP). - Intensive Knowledge of QoS - tunneling protocols; IPSEC - DSL services - IP Telephony - Voice over IP knowledge - Hands-on Experience in trend analysis using Power BI & Excel. **Personal skills** - Hands-on in conducting root cause analysis & problem solving. - Quickly acquires and applies new knowledge when needed. - Demonstrates cooperation and teamwork. - Problem Ownership until resolution. - Prioritization and balance in tense situations and work activity in multitask situations. - Service oriented, customer focused, and have the ability to resolve complex problems through a calculated and methodical approach. - Good interpersonal skills - Good time management, organizational and communication skills. - Ability to coach and mentor peers and subordinates. - Ability to lead and provide direction in resolving business critical problems at the highest organizational level. - Proactive, self-motivated and determined attitude - Flexibility in terms of working hours. **Additional information**: - CCNA Certification is a must - Fluent English is a must, German is a plus. - Prefer to have good knowledge on "CCNP,Cisco wireless Access Points, VOIP" **Department**: Customer Services & Operations **Contract**: Regular
