Problem Manager (Szeged)

Szeged

Problem Manager (Szeged)
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Problem Manager

Tasks

Who you are:
Resourceful like Iron Man Manages crisis like the Hulk Have the morals of Captain America Gives all in like Superman Influencer like BatmanYour role:

  • Consults with the customer, stakeholders and teams involved through the problem management process
  • Ensures problem quality throughout the whole process, meets the relevant deadlines, concludes the necessary analyses, deep dives if necessary Initiates horizontal/vertical escalations if needed, manages customer escalations upon request
  • Organizes/attends/leads conference calls if necessary in order to meet the target times related to the problem records
  • Feeds, manages, maintains the known error database
  • Produces problem reports
  • Manages communication from problem request till solution implementation Interfaces with change and problem management, project management and service delivery management
  • Proactively informs business, operation and governance teams in case of high profile problem investigations
  • Actively contributes to continuous service improvement
  • Owns problem investigation, follows till solution implementation or closure, and ensures handover to other processes in case of necessary
  • Contibutes to Service Level Management by collecting and cascading service performance related information for problem management

If you have…

  • Your responsibilities:
  • Create great customer experience by being onthe-top, proactive and supportive
  • Share knowledge with the management, with the team, build collaboration and a community
  • Manage cases, not tickets
  • Compliance with processes with highlights for continuous improvement
  • Bring in/apply agile methodologies whenever and wherever it is possibleYour assets:
  • ITIL V3 or V4 knowledge or relevant work experience
  • C1 German and at least B2 English
  • Good understanding of agile basics or experience in agile environment
  • Flexible, proactive teamplayer, willing to walk the extra mile
 
Szeged

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