შემდეგი
16 იან - 14 თებ
პრობლემის მენეჯერი
თბილისი, ვაკე, ფალიაშვილის ქ.
- სრული განაკვეთი
- ბაკალავრი
- განიხილება კანდიდატი ნებისმიერი გამოცდილებით
ვაკანსიაზე გამოხმაურება
ელ. ფოსტა: jomere@smartkoin.net
ტელეფონი: 09178162820
მისამართი: Bel-Air Makati City
Next Gen Technology Georgia LLC is pleased to announce a vacancy for the position of Problem Manager
Overview:
As a Problem Manager, you will be responsible for leading problem management in a global environment, identifying the root causes of critical and recurring incidents, and ensuring the implementation of permanent solutions to prevent future issues. This role also includes continuous improvement of the problem management process, working closely with technical and business teams.
Key Responsibilities:
- Identify, analyze, and manage problems arising from critical and recurring incidents.
- Conduct or oversee root cause analysis (RCA) investigations with structured methods such as the 5 Whys, Ishikawa, or Pareto.
- Maintain and update the Known Error Database (KEDB) and coordinate its use by technical teams.
- Liaise with Incident Managers to transition major incidents into problem investigations.
- Conduct post-incident analysis meetings to identify lessons learned.
- Ensure permanent solution implementation along with technical teams / 3rd parties.
- Coordinate with 24x7 support teams to minimize the business impact of problems.
- Propose and implement problem management processes and service quality improvements.
- Identify incident trends to prevent future problems.
- Problem management activities to be carried out as per signed-off Service Level Agreements (SLAs).
- Monitor problem resolution times.
- Prepare and present reports on problem management metrics, including resolution time and impact reduction.
Requirements
- Bachelor's degree in Computer Science or any related technical field.
- ITIL v4 certification. Additional certifications in problem management or quality (e.g., ISO 20000, Lean Six Sigma) are a plus.
- Minimum 3 years in problem management experience in complex and global IT environments.
- Proficiency in managing problems covering infrastructure, applications, and networks.
- Familiarity with Jira ITSM tool.
- Advanced knowledge of root cause analysis methodologies and problem-solving techniques.
- Knowledge of IT architectures (servers, networks, databases, applications).
- Experience in collaborating with Change Management teams to implement corrective solutions.
Please send your CV to the following email address: jomere@smartkoin.net
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