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IT Problem Manager - 1

Absolute Opportunities
Hoboken, New Jersey, United States
February 14, 2018

IT Problem Manager - 1

Hoboken, NJ 07030

Job Description

The Problem Management Team is responsible for minimizing the adverse impact on the business caused by errors within MGTI infrastructure, and to prevent recurrence of incidents related to these errors. To achieve this goal, Problem Management seeks to determine the root cause of incidents and then initiate actions to improve or correct the situation.


•Analyze SEV1s assigned to determine root cause, the resolution, and identify and recommend any improvements that can be made to prevent recurrence

•Manage service relationships with assigned MMCo operating company groups by chairing weekly meetings – reviewing outages, resolutions, and ongoing corrective action items; where required, work with the operating company IT to manage problem initiatives

•Analyze incident volumes and trends to identify process or technological improvements that will reduce incident volumes, streamline their resolution, or enable incidents to be resolved at lower support tiers

•An example would be to identify an application generating hundreds of password reset calls to the service desk monthly when there is already a self-service password reset feature in the application

•The problem manager would work with the teams to identify ways to increase utilization of self service to save time for colleagues and support groups

•Conduct post mortem investigations on critical incidents, identify and recommend corrective action items, and produce a business facing document detailing the incident, root cause, and steps for remediation

•Examine potential areas for service improvement and raise proposals with senior MGTI management, including the raising of Requests for Change

•Develop, co-ordinate and promote the effective functioning of problem management activities across all of MGTI’s support and engineering teams

•Note - qualified candidate(s) will be located in the specific geographical areas referenced OR willing to relocate at own expense - relocation assistance is not provided for this role as this time

Required Knowledge, Skills, and Abilities: (Submission Summary)

1. Must have problem management experience

2. Must have diverse IT knowledge

3. Must have infrastructure environment experience

4. Must have hands on experience

5. Must have project management experience

6. Must have predictive analytics experience

7. Must have direct business facing experience

8. Must be comfortable speaking with SMEs of different internal IT groups.

9. Must haves experience with a ticketing system: Jira, Remedy, ServiceNow, etc.

10. University degree in Computer Science or Business is preferred

11. 10+ years of diverse technical experience is required

12. 2+ years of experience with web reporting tools, advanced analytics, programming or business reporting in financial or Fortune 500 companies

13. 5+ years Problem Management experience - preferably in a demanding, fast paced Global IT organization is required.

14. Demonstrated ability of creating Post Mortem reviews and executive summaries

15. Demonstrated ability to use CASD, or another service desk ticketing system.

16. Demonstrated ability to use MS Windows Applications including MS-Project, MS-Visio, MS-Excel, MS-PowerPoint, MS-Access, and MS-Word

17. Outstanding interpersonal and organization skills

18. Superior typing, written, and verbal communication skills

19. Must be a detail oriented, analytical, and an independent thinker

20. Professionalism and integrity -high ethical standards, to help our clients succeed

21. Ability to set priorities and deliver objectives without the need of day-to-day supervision

22. Must be able to work well under pressure

23. Must be able to lead and participate on regular conference calls

24. ITIL or PMP certification is required

25. Must have large enterprise experience

26. Present Salary?

27. Salary Expectation?

28. Must be a US Citizen or Green Card holder?

29. Complete Current Address?