Incident Problem Manager

1 week ago

Melbourne, Australia Talent International Full time

australia melbourne contract au$600 - au$700 per day**Job Description**:
We are seeking a skilled and self-motivated Problem Manager to join our team. As a Problem Manager, you will play a crucial role in minimizing the adverse impact of incidents on our customers’ business by analyzing incidents, identifying problems, and implementing solutions to prevent their recurrence. You will work closely with the Service Desk to improve the rate of first-time fixes by creating and maintaining Known Errors with documented workarounds.

**Responsibilities**:

- Perform and publish root cause analysis (RCA) as required
- Conduct investigative analysis and reporting on chronic issues
- Drive problem investigations towards root cause identification and permanent fixes
- Utilize innovative approaches and different RCA techniques to address unique problems
- Update the problem reporting system with root cause and permanent resolution information
- Host weekly Problem Management and RCA calls with customers, internal support teams, and executive management, identifying and driving corrective and preventive actions
- Generate reports to demonstrate trends across customer accounts, providing analysis and insights to initiate actions and reduce future incidents or problems
- Ensure all work is delivered within contractual SLAs and agreed timescales
- Efficiently manage and prioritize workload, promptly escalating any concerns regarding delivery

**Skills**:

- Creative problem-solving skills, with the ability to follow issues through to logical conclusions and escalate when necessary
- Excellent analytical skills and proficiency in tools such as Business Objects, Minitab, and MS Excel
- Ability to work independently and collaboratively as part of a team
- Adaptable, enthusiastic, quick learner with a flexible and responsible attitude
- Confident communicator with excellent writing skills

Education and Experience Requirements:

- Bachelor’s degree in Business Administration or Computer Sciences
- ITIL foundation certification
- Demonstrated proficiency in Microsoft Office Suite software
- Knowledge of EDW queries
- Experience in a customer-facing role implementing solutions or providing services with a high level of accountability

Desired Profile:

- Excellent customer handling skills
- Strong writing skills for maintaining accurate documentation and technical authorship of complex documents
- Confident communicator with excellent organizational skills
- Strong interpersonal and communication skills; ability to read, write, and speak professionally
- Superior customer service skills

Work Experience:
Overall experience of 7+ years with at least 2 years of experience in problem management.- **Luther Borgas **on

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