ITSM Problem Manager

Employment Type

: Full-Time


: Information Technology

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About NCR

NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail, hospitality, telecom and technology industries. NCR is headquartered in Atlanta, Ga., with 34,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.

You Are

A strong, and experienced ITSM Problem Manager with a passion to relentlessly pursue Root Cause Analysis (RCA) and drive long term resolution. Someone who finds joy in performing proactive analysis to prevent problems and resulting incidents/outages from happening to eliminate recurring incidents / outages, and to minimize the impact of incidents/outages that cannot be prevented. A driver of improving existing processes and who is comfortable designing, and implementing new improved processes. A driver of change activities who leads root-cause discussion between IT operations, application development, architecture, and other IT teams that are part of the Incident Management and Problem Management process. Someone that will accept nothing less than 100% closure of assigned RCA tasks on a timely basis. An owner that operates with a strong sense of urgency that will ensure that the Problem Management role and associated processes add significant value to both the IT organization and to the users/customers who are receiving IT services.

You Will Be

  • Acting as a single point of contact for one or more problems
  • Driving all problems towards Root Cause identification and a permanent fix
  • Analyzing problem root cause, identifying Known Errors and coordinating actions
  • Owning and coordinating follow-up actions of problems
  • Reviewing problem trends, driving closure of problem tasks and creating improvement plans
  • Proactively identifying problems, analyzing and recommending Service Improvement plans
  • Monitoring the effectiveness of error control and making recommendations for improvements
  • Developing, refining, and documenting Problem Management operation's policies, processes, and procedures
  • Developing and reporting performance metrics
  • Ensuring Problem Management service levels are met
  • Willing to take ownership and take on other duties as assigned
  • Maintain regular KPI reporting for continued process improvement

You Have

  • BS/BA in related discipline and 3+ years of experience as a Problem Manager or similar role in a technical operations and/or support environment
  • 5+ years infrastructure and application support experience required in complex networked environments
  • 2+ years of demonstrated leadership experience building consensus across IT domains
  • Good ITIL understanding and ability to demonstrate and clearly articulate understanding of Problem Management best practices as well as Incident Management, Change Management, Configuration Management, Event Management and Knowledge Management processes
  • In-depth experience utilizing Service Management tools
  • Experience developing service levels and tracking reporting progress against objectives
  • Demonstrable understanding of the pressures and demands of a fast-moving, complex global environment
  • Strong negotiation, influencing, expectation management, and anticipation skills
  • Excellent communication skills
  • Exceptional listening, problem solving, negotiation, and facilitation skills
  • A Can Do attitude and a strong sense of urgency

EEO Statement
Integrated into our shared values is NCR s commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task

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