The Role
Manages the IT Problem Management lifecycle by investigating incidents, producing root cause analysis reports, coordinating post-incident reviews, tracking metrics, identifying trends, and assigning corrective actions. Partners with Incident Management, Operations, Engineering, Development, and client teams to reduce major incident frequency and duration. Presents findings and performance metrics to technical leadership while facilitating cross-functional communication and continuous improvement.
Summary Generated by Built In
Job Description
The IT Problem Manager is focused primarily on the functions within the Problem Management lifecycle, with additional effort on the metrics surrounding the Incident Management lifecycle. You will write detailed Root Cause Analysis (RCA) reports and present them to leadership and relevant stakeholders on a routine basis. You will work closely with Incident Managers within a Command Center to reduce the occurrence and duration of Major and Priority Incidents. You will facilitate meetings between Operations, Engineering, Development, and Client teams to construct a definitive narrative and timeline of an outage. You will need a strong understanding of solution and infrastructure architecture within multi-cloud and on-prem datacenter environments. Excellent written communication, verbal communication, conflict-resolution, interpersonal, presentation and customer service skills will be required.
What you will do:
- Review incidents that occurred and investigate why they took place, how they were resolved, how they can be prevented or mitigated in the future.
- Coordinate and moderate Post Incident Review meetings, as well as all follow up investigative communications
- Statistical analysis, tracking and communication of metrics associated with said incidents
- Investigate metrics to identify trends and highlight opportunities for improvements
- Establish strong partnerships with teams across to ensure root causes are clearly explained, documented, and improvements are acted upon
- Demonstrate a sound understanding of functional/business objectives that drive and shape technology requirements
- Host a weekly Always On meeting with technical leadership to present Problem Management metrics
- Assign Problem Tasks or Corrective Actions following a Major Incident to address gaps
- What you will need:
- Education: Bachelor’s degree
- 6+ years of experience in Tech, Engineering or Software Development
- Demonstrated ability to work effectively in a fast-paced, high volume, deadline-driven environment
- Attention to detail, and the ability to apply business intelligence/analytics through the Problem Management process
- Self-motivated to research complex technical issues with minimal oversight
- Clear understanding of ITIL processes, especially Incident and Problem Management
- Superb communication skills: seek understanding when investigating an incident and to track findings clearly in problem records
What will set you apart:
- Strong analytical/business intelligence experience
- Impeccable communication skills both written and verbal
- Passion for problem solving and investigative research
- Client Relationship experience
Skills Required
- Bachelor's degree
- 6+ years of experience in technology, engineering, or software development
- Experience working in fast-paced, high-volume, deadline-driven environments
- Attention to detail and ability to apply business intelligence and analytics
- Ability to research complex technical issues independently
- Understanding of ITIL processes, especially Incident and Problem Management
- Strong written and verbal communication skills
- Strong analytical or business intelligence experience
- Client relationship experience
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The Company
What We Do
Anblicks is a Cloud Data Analytics Company based out of Dallas, TX, with offices in USA, India, and Australia. Since 2004, Anblicks has been helping customers by bringing value to their data and implementing modern data architecture and advanced analytics solutions in the cloud.
