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Problem Manager
Ref No.: 18-08709
Location: Durham, North Carolina
Client in Durham, NC is seeking a Problem Manager to help drive root cause investigations, improves production stability, identify trends, and provide oversight of incident and problem management practices.
 
The Expertise We're Looking For:
  • BS degree or equivalent work experience.
  • 4+ years of information technology experience, preferably with some production support.
  • Experience with cloud computing, distributed applications, and/or networking technologies.
  • ITIL certification is preferred.
 
The Purpose of Your Role
The Enterprise Problem Management team provides multiple services that help promote production stability.  As a problem manager with technical experience, you will investigate the root causes of incidents, identify and track tasks that help prevent future incidents, identify trends of similar incidents, and provide oversight of open incidents, problems, and tasks.
 
The Skills You Bring
  • Your ability to use technical experience to drive an investigation to root cause of an incident.
  • Your experience and ability to identify technical trends and solve technical problems.
  • Your ability to produce reports that explain trends and metrics, or to support audit inquiries.
  • Your experience with Information Technology Infrastructure Library (ITIL) practices such as Incident Management, Problem Management, and Change Management.
  • Your experience with and understanding of production support.
  • Your written and verbal communication skills.
  • Your meeting, presentation, and time management skills.
 
The Value You Deliver
  • Helping to prevent reoccurrences of production incidents by getting to root cause and assigning action items.
  • Identifying incident and problem trends, and suggesting actions that can help prevent similar issues in the future.
  • Enforcing consistency of problem management process, policy, and data quality.
 
How Your Work Impacts the Organization
Our team provides shared services to the technology teams across all of the Client business units in support of the production environment.  We help improve production stability by identifying and promoting process improvements, automations, best practices, and guidelines.  The team's work on problem management is essential to our goal of improving production stability and to our ISO 20000 certification.