[18664MSCRMCV] IT Problem Manager in Bothell WA

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IT Problem Manager

Location: Bothell WA

Duration: 12+ months

3 positions

Rate: $50/hr range

The purpose of this position is to work with peer analysts to support the IT Problem Management process.  In addition to executing the normal tasks listed (below) for a Problem Manager, this position will also assist the Manager of the team with key Continuous Service Improvement initiatives planned for the IT Problem Management process.  The successful candidate must have the ability to perform well under pressure, managing numerous competing priorities. They will be extremely customer focused, having worked in a Problem Management role before, they will have very strong written and oral communication skills and accustomed to working within business critical environments.

Responsibilities

• Enforce published Standards and Policies for IT Problem Management 
• Facilitate Root Cause Analysis (RCA) on all Major incidents 
• Facilitate the identification of Irreversible Corrective Actions (ICA) for all Major incidents, Problems and Known Errors 
• Identify and investigate Problems and Known Errors 
• Monitor progress on the resolution of Problems and Known Errors 
• Advise incident management staff 
• Leveraging Proactive Problem Management strategies to identify trends and potential problems within the environment.
• Raise RFCs to prevent the recurrence of problems 
• Prevent the replication of problems across multiple systems 
• Analyze performance against published KPIs for an assigned portfolio of systems 
• Perform trends analysis against an assigned portfolio of systems 
• Generate reports as needed; leveraging Remedy, Crystal Reports and Excel 
• Support the process integration with other key IT Service Management processes 
• Support new process integration initiatives and the ongoing improvement to existing process integrations 
• Attend and support the Daily Operations Call 
• Lead cross function teams to analyze issues and outages, investigate and diagnose root cause and recommend corrective actions needed to reduce problem instances.
• Classify, define, and scope issues into projects that will drive down the total number of recurring problems and common issues.
• Track and communicate the status of problem resolution efforts with all levels of the organization, from highly technical to key business leaders.
• Provide Problem Process subject matter expertise 
• Provide training to support teams and business users on processes and problem tracking tools and tasks.
• Daily time tracking against defined tasks within Clarity 
• Assists with team reporting/metrics/analysis deliverables as required.
• Conduct Post Mortem reviews with multiple stakeholder on high impacting incidents to assist in driving towards identifying Root Cause, the associated Irreversible Corrective Actions, and the creation and publishing of detailed Executive Summary Reports.

Minimum Required Skills / Competencies

• System Analysis experience in the support/operation of an enterprise wide carrier class application, pref. a wireless environment (6-8 yrs preferred) 
• Knowledge of software development principles and methodologies 
• Knowledge of wireless telecommunications industry (Prefer 6-8 years) 
• Knowledge of wireless billing principles and processes (Prefer 6-8 years) 
• Oral communications: Proven ability to express ideas verbally, including good presentation skills 
• Written communications: Proven ability to produce a variety of business documents that display a command of language, clarity of thought and orderliness of presentation 
• 2-3 years prior experience working within IT Problem Management or at least proactively working to help prevent recurrence on incidence 
• 2-3 years prior experience driving Process Improvement initiatives 
• Intermediate to advanced skills working with Remedy 
• Intermediate to advanced skills working with BI reporting tools 
• Intermediate to advanced skills working with Excel, Word, Visio and PowerPoint Excel especially 
• ITIL v3 Foundations Certification required not a hard requirement (at least didn't used to be) but highly recommended 
• ITIL v3 Operational Support and Analysis preferred

Thanks & Regards,

Divya 

Sr. Resourcing Specialist

IDC Technologies, Inc.

1851 McCarthy Boulevard, Suite 116, Milpitas, CA - 95035

Phone : 408-868-5125

Fax : 408-608-6088

Email: divya.r@idctechnologies.com 

Website:  www.idctechnologies.com

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