Problem Manager

Found in: beBee S ZA - 4 weeks ago

CapeTown, South Africa Computacenter AG & Co. oHG Full time

 

Description:

 

A new and exciting opportunity has arisen in Europe’s leading independent provider of IT infrastructure services. We are looking for a Problem Manager within the newly formed Proactive Insights Team within the BP&O Optimisation Department.

The Proactive Insights Team main objective is to issue prevention, automation or to reduce effort for Computacenter and our customers. This is achieved by using ITIL proactive problem methodology, enhanced tooling, and robust processes.

 

Requirements:

 

As a Proactive Problem Manager, you are required to:

  • Be enthusiastic and drive a proactive, pre-emptive and automation culture, focused on reducing reported Incident volumes as well as system events and improved user experience.
  • Have a good understanding and experience of using ITSM tools to facilitate Problem Management.
  • Be responsible for managing and prioritising your own workload and identifying successful proactive Problem opportunities.
  • Drive root cause analysis for the Problems opportunities identified towards issue removal, automation, and effort reduction, in line with the defined Computacenter Problem Management process using ITIL framework.
  • Produce high level reporting and business updates to both Computacenter and our customers, which Cleary define the value added from the service.
  • Maintain a proactive Problem tracker and ensure all Problem opportunities are documented in the ITSM toolset
  • Build and maintain relationships with key operational teams such as, Reactive Problem management, Delivery Leadership, Service Desk, Remote Desktop Services, Technical teams, Automation team and all functions within Optimisation.

 

 

 

Qualifications/Experience/Sills:

 

  • Experience of ITIL framework, preferably with prior exposure to Problem Management and Incident Management roles
  • Intermediate skills using Microsoft Word, Excel and Outlook with previous exposure to Teams and SharePoint desirable
  • Working knowledge of Service Now and BMC Remedy ITSM tools
  • Exposure or knowledge of data analytic tools such as Power BI and Nexthink
  • Desire to expand abilities in data analysis and proactive problem solving.
  • Ability to deliver successfully within predefined timescales.
  • A self-starter, who can take the initiative but also able to collaborate within a team.
  • Excellent verbal and written communication with the ability to pitch communications (verbally and written) for different audiences.
  • Effective time management, organisational and workload management skills to ensure delivering work is not affected by the volume of work or conflicting priorities.
  • Ability to present in a professional and business-like manner to internal and external customers
  • Ability to manage confidential information with tact and sensitivity
  • ITIL v3 or V4 Foundation Level is preferable

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