Problem Manager
NTT Ltd.
Prague, Czech Republic
před 5 dny

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things.

We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure.

At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

Want to be a part of our team?You will be joining great team with great atmosphere and great people. The primary responsibility of the SD Problem Manager is to manage the lifecycle of all problems.

The objective of the role is to prevent incidents from happening, and to minimise the impact of incidents that cannot be prevented.

Working at NTT The role is about : Problem management Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.

Ensures that such problems are fully documented within the relevant reporting system(s). Enables development of problem solutions.

Coordinates the implementation of agreed remedies and preventative measures. Analyses patterns and trends. Policy, process and procedure The Problem Manager ensures the execution of the problem management process tasks in adherence to global and regional requirements.

Identify problem The Problem Manager is accountable for proactive problem identification and trend analysis and ensures that the problem information is collated by the SD Service Desk team and determines if a duplicate problem or if a workaround exists.

These individuals are responsible for maintaining a Known Error Database containing all problems and workarounds. Problem management They manage problems to ensure that these are diagnosed, logged and escalated to vendors / third parties appropriately and within consistent quality standards.

They co-ordinate service desk, IT staff, clients and vendors to ensure the accurate and appropriate communications during problems.

This individual will drive the implementation of standard execution of the problem management process and handles problems according to service and operating level agreements.

They conduct root cause analysis and problem resolution within the given target duration and acts as an escalation point to expedite problem resolution.

The Problem Manager ensures the quality of the known error records and knowledge database. Post problem reviews The Problem Manager takes responsibility for conducting post resolution reviews of critical problems and ensures that all post-mortem activities are completed timeously.

They provide post-mortem reports to IT management and supports follow up of their activities in conjunction with the Service Delivery Manager.

Trend analysis They produce trend analyses of recurring problems, extracting trends on problem / incident types, customer types, key problem areas, etc.

They hold regular meetings with IT support groups to review recurring problems and urge final resolutions or escalate as required.

The Problem Manager produces escalation reports on recurring issues and those not being resolved. Client interface They deliver and manage high standard communications across clients and IT to ensure that problems are dealt with by priority and client needs.

What will make you a good fit for the role? Work experience required : At least 5 years’ working experience in a similar role within in a large ICT service provider At least 4 years incident / problem management experience Minimum 1 year of change or project management experience Demonstrated root cause analysis and data collection experience Must haves : Analytical skills Networking / stakeholder management Communication & coordination skills Proactive mindset Experience of problem management does not have to be a problem manager we can teach a process Can operate with minimal instruction Wants : Technical background / knowledge (Ideal) German language would be beneficial Knowledge of investigation techniques / methodology WE can offer you : 10% yearly bonus 5 weeks of vacation 3 sick days per year Notebook and mobile phone Meal vouchers in value of 100 CZK with 55% company subsidy Contribution to the pension insurance in the amount of 1,000 CZK monthly Cafeteria system - 400 CZK each month Compensation of salary beyond the statutory wage compensation in the amount of the full fixed basic salary for temporary incapacity up to 21 days per year Over standard healthcare Refreshment (fruit, coffee, tea), monthly company breakfasts We pay for the Certifications

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