Senior Problem Manager (Guadalajara)

Responsibilities

Reporting to the Director of Service Delivery, the Problem Manager is accountable for managing the lifecycle of all problems, contributing to enhancing availability of products and services and eliminating recurring incidents to ensure a world class customer experience. As a member of the Service Delivery team, the Problem Manager will manage the day‑to‑day operational problem management process to ensure root cause analysis is completed and documented in alignment with the problem management policies and procedures. This includes, but is not limited to, facilitating root cause meetings, documenting outcomes, assigning action items and measuring problem management performance against pre‑determined SLAs.

The Problem Manager role provides insight to the Business on the health of the Infrastructure and Application environments and is responsible for the effective oversight of root cause analysis related activities. The role will manage and maintain a consistent level of service and best practices to achieve adherence to KPIs, SLAs, and CSFs.

The incumbent will provide governance and oversight; maturing the process and driving problem management adoption.

What you’ll do

• Drive root cause diagnosis and build trusted relationships with the IT organization and functions outside of IT to ensure strong problem management best practices
• Managing the lifecycle of all problems
• Responsible for the documentation of root cause investigation; ensuring response to action items are meeting SLAs
• Responsible for recording an accurate description of the root cause investigation within the IT Service Management tool
• Assist in the creation and facilitation of the Major Problem Review
• Responsible for measuring and reporting on KPIs and the Problem Management Process performance
• Responsible for the Continual Improvement of the Problem Management Process
• Providing governance and oversight of the end‑to‑end problem management process
• Reporting on organization