Problem Manager

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Leading Global technology organisation Experience Problem Manager required Sydney Based role

Summary about this job

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Company: Green Light PS Pty Ltd

Location: Sydney

Work type: Contract/Temp

Salary: n\a

Phone: +61-2-4352-4577

Fax: +61-8-2911-5978

E-mail: n\a

Site:

Detail information about job Problem Manager . Terms and conditions vacancy

Green Light Worldwide' s Sydney Delivery Team are looking for a Problem Manager. The Problem Manager who will provide leadership in managing the development, implementation, and operational capabilities for delivering the highest level of service.

Responsible for the development and maintenance of documentation and a genuine understanding, respect and passion for process, this role would suit someone with experience in quality assurance and continuous improvement process and someone who can put the entire structure in place. 

The processes are based on the IT Infrastructure Library (ITIL) and integrate with other ITIL based processes such as Knowledge, Incident, Change and Configuration Management.

Responsibilities:
  • Management of the day to day Problem Management process, throughout the lifecycle of all problems including but not limited to documentation, communication and closure
  • Conduct regular conference call and meetings with CIO and CTO’s
  • Provide a point of contact for clients, vendors and Stakeholders in relation to Major Incident Management.
  • Ensuring that problem resolution are implemented through the appropriate control procedures.
  • Develop standard operational procedures to ensure employees are provided the instructions needed to follow Incident Management processes in a professional and regulatory manner.
  • Lead all of the awareness programs on Incident Management processes.
  • Manage an ongoing program with the client and delivery teams to identify and implement service improvement initiatives.
  • Monitor and track delivery of services against relevant Incident Management SLA's.
  • Staying on top of resolution processes and initiatives and provide timely updates to business and technology leaders.
  • Managing the continuous improvement of the Problem Management process including process improvement recommendations for other ITSM processes.
Experience:
  • Extensive background as a strong Problem Manager for an IT Services based environment.
  • Demonstrated ITIL process experience (Event, Incident, Change, Problem, etc.)
  • Strong Data analytic skills.
  • Strong knowledge of Incident, Problem Management and Knowledge Management (All ITSM Processes).
  • Excellent client handling skills - able to work with all levels within the client portfolio.
  • Demonstrated ability to multi-task and prioritise issues-(think outside the box)
  • A Bachelor's Degree or equivalent work experience and/or applicable certifications
  • Proven ability to work in a dynamic and high pressure environment.
  • Strong leadership skills with the ability to work largely unsupervised and see tasks through to completion without regular follow-up.
  • Excellent verbal/written communication skills with the ability to communicate appropriately with all levels of management 

Green Light is one of Australia's most successful and fastest growing IT services businesses. We offer a wide range of IT services in Security, infrastructure and Systems Integration to a diverse customer base throughout Australia, New Zealand, SE Asia and Europe.  Deeksha Khanna

 

 

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