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ITSM - Major Problem Manager

ITSM - Major Problem Manager

The Brixton Group, Inc.Atlanta, GA, United States
4 days ago
Job type
  • Full-time
Job description

Duration : 6+ months

Compensation : $52-60 / hr

  • U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor or transfer visas at this time.
  • No Vendors / 3rd parties.

Responsibilities :

  • Ensure process compliance across different service management processes like incident management, change and release management, capacity management, availability management, CSI, problem management, asset, and configuration management.
  • Overall process ownership by collaborating with all resolver teams to ensure service management process adherence, like reduction in ticket hopping, aging ticket analysis, etc.
  • Work closely with client stakeholders to capture their expectations and ensure delivery center teams deliver according to client and process expectations, working closely with leadership.
  • Accountable for managing client escalations in service management areas.
  • Ownership of team schedules and rosters for service management process staffing.
  • Ensure communication and ongoing updates through dashboards for infrastructure health and process compliance.
  • Engage team members across different platforms and also cross-training to ensure primary and secondary accountability.
  • Conduct regular training / sessions for process updates or new hire orientations.
  • Ensure quality of service management delivery by setting up daily / weekly checkpoints with operations team members for reviewing and tracking progress on incidents, changes, service requests, problems, risks, audits, etc.
  • Identify training needs and ensure compliance to ensure competent staffing for service management areas.
  • Document and review client engagement risks with internal and client stakeholders and track progress on remediation plans.
  • Ensure client-agreed reports are created and published on an agreed frequency with accurate information.

    • Requirements :

  • 15+ years of non-internship professional experience.
  • 8+ years of hands on experience with Major Problem Management is a must.
  • Strong ITIL understanding with relevant ITIL qualifications.
  • Exposure to Infrastructure Operations Management.
  • Ability to work with all levels of client and internal resources.
  • Apply client methodology, reusable assets, and previous work experience to deliver consistently high-quality work.
  • Stay educated on new and emerging market offerings that may be of interest to our clients.
  • Adapt to existing methods and procedures to create possible alternative solutions to moderately complex problems.
  • Understand the strategic direction set by senior management as it relates to team goals.
  • Use considerable judgment to define solutions and seek guidance on complex problems.
  • Primary upward interaction is with a direct supervisor. May interact with peers and / or management levels at a client and / or within the client. Establish methods and procedures on new assignments with guidance.
  • Manage teams and / or work efforts (if in an independent contributor role) at a client or within the client.
  • ITIL Foundation Certificate.
  • ITIL Intermediate Certificate in one of the Life Cycle (preferred).
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