8 days old

Problem Manager

Poland, NY 14747

What Youll Do

ITIL Problem management is the process responsible for managing the lifecycle of all problems that happen or could happen in an IT service. The primary objectives of problem management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.


* Proactive Problem Identification

* Problem Categorization and Prioritization

* Problem Diagnosis and Resolution

* Problem and Error Control

* Problem Closure and Evaluation

* Major Problem Review

* Problem Management Reporting

Main responsibilities:

As an ITIL Problem Manager, you will be responsible for the management of Problem investigations from start to finish by facilitating root cause investigations and managing the implementation of corrective and preventative measures.

  • You will be working with Tier 1, 2 & 3 support teams to review, agree andimplement a permanent solution for "Problem" tickets
  • Drive efforts to improve overall service stability by ensuring Problem resolution
  • Monitor metrics and drive continuous improvement efforts across the team to achieve SLA & KPI for Problem Management
  • Facilitating and coordinating problem review meetings and managing root cause analysis between technical teams
  • Production of statistics to demonstrate the performance of the Problem Management process
  • Work with process owners and stakeholders to create processes that will be simple, nimble, repeatable, measurable, achievable and continuously improved.
  • Identify areas of improvement within the Technology, tools and processes using metrics and problem management techniques.
  • Suggest comprehensive metrics that can be actionable and promote positive behavioral changes; Baseline, improve and re-measure success. Work with the Metrics team to deliver them and use for continuous improvement
  • Manage relationships with other process management teams to provide a consistent delivery framework
  • Work with the requirements, documentation and training teams so processes are implemented in the tools, documented and process users trained in their use
  • Evangelize the virtues of IT process management and create a collaborative environment
  • Proactively escalate problems and issues

Who You Are

Main requirements:

    • Bachelor degree in Engineering related to Information Technology
    • 2+ years' experience in IT Operations in a technical SME role
    • 3+ years' experience in IT process management
    • ITIL Foundation Certified with at least one intermediate certification. ITIL Expert certification is a bonus.
  • Experience using ITSM tools, especially Problem Management workflow
  • High-level technical understanding of IT services and their components such as servers, networks, database/middleware, data center facilities, and software development lifecycle
  • Good track record for innovation and measurable process improvements
  • Strong Technical Writing; Presentation and Communications skills across multiple levels of the organization, including senior management.
  • Self-driven and ability to work independently
  • Strong customer service, analytical, research, interpersonal and problem-solving skills required

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Heres how we do it.

We embracedigital and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take the differenceto heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world-changing? Be you, with us!


Posted: 2019-12-04 Expires: 2020-01-03

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Problem Manager

Poland, NY 14747

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