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Global Problem Manager

Hays Poland

Warszawa, mazowieckie

Hays Poland

Global Problem Manager

Warszawa
Global Problem Manager
Warszawa
NR REF.: 1162282


Your new company
You will join ISS A/S, an international, globally well-known company from the facilities management industry, that is building the new global technology center team in Poland, Warsaw.

Your new role
As a Global Problem Manager, you will help setup and implement the problem management process and manage all problem records. You will take active part during root causes analysis of major and repeating incidents, document available workarounds, final solutions for known errors.

Key responsibilities:

  • Working with your team members and manager in defining, implementing, reviewing, and improving the problem management process at ISS
  • Providing recommendations for process development, reports, and performance measurements
  • Organizing and drive the post-mortem meetings, engaging technical teams and vendors on root cause analysis and providing well defined corrective or preventative actions
  • Facilitating problem management meetings with focus on recent major incidents, RCA status, incidents trend and operational issues
  • Managing the full problem record lifecycle and pro-actively identifying them by doing incidents trend analysis
  • Providing appropriate reporting on problems and driving them to resolution by directly engaging the technical teams and vendors
  • Monitoring problems to ensure SLA is respected and monitoring error control effectiveness and recommend improvements
  • Regularly updating problem records on progress and status, follow up with problem owners when necessary
  • Preparing periodical (weekly/monthly) Problem Management reports

What you'll need to succeed
  • Working experience in Incident/Problem Management role
  • Detailed knowledge of ITIL processes, with the focus on Incident and Problem management
  • Ability to manage complex technical investigations
  • Excellent judgment and decision-making ability
  • Very good English communication both verbal and written
  • Team player, process oriented, excellent people skills
  • Good presentation skills with the ability to present material clearly and concisely

Relevant qualifications: ITIL Foundation (v4 preferred), ITIL Service Operation, ITIL Operational Support and Analysis, ITIL Service Strategy, ITIL Continual Service Improvement 

What you'll get in return
You will participate in creation of a completely new technology center in Poland, while still being part of the global organisation. You will be offered a challenging and exciting career in an ambitious working environment characterised by high pace and drive. In this role you will have exposure to senior stakeholders both internally and externally. The right person will have ample opportunity for personal and professional development and for building a large network of highly qualified colleagues and influential stakeholders.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
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Hays Poland

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