Problem Manager

Where

Durham, NC

What you'll be doing

The position is responsible for working with small to medium service deficiencies to ensure that a normal service operation is restored as quickly as possible and minimize adverse impact on the business. The applicant is also responsible for managing the lifecycle of a problem, helping to eliminate recurring incidents and minimizing the impact of incidents that cannot be prevented. Ensure the service operation services are managed, operated and supported in accordance with the service model. Manage the communication bridge during small to medium incidents and support existing staff on severity 1 and business critical issues. Ensure timely creation and updates to the problem database. Perform trend analysis to identify potential areas of concern for a proactive correction. Maintain and uphold incident and problem policies and procedures in accordance with the processes. Regularly review and suggest updates to the process architecture toolkit. Manage day to day functions to ensure the efficient handling of incidents so that a normal service operation is recovered as quickly as possible and minimize the adverse impact on the business. Facilitate to the development daily standup meeting and gathering pertinent incident detail to track and measure the goals. Review incident records for accuracy of the information. Ensure correct priority is chosen for incident records. Ensure a request for change forms and change records are created for incidents requiring the chance to recover and resolve. Ensure problem records contain full historical data and related known error records are updated. Monitor outstanding problems and their status to ensure corrective measures are being taken to permanently fix the problems. Perform other duties as assigned.

What your background should be

The candidate must have 3 to 5 years of experience in it or related field. Knowledge of the business environment, service requirements and culture is preferable. Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders are required. Adaptability to demanding circumstances that require timely and accurate responses; problem determination (experience in root cause analysis) and problem resolution skills are preferred.

Required Schooling / Training

Bachelor degree in technical discipline is required.

Who is the client company

This is a health insurance company.

If you are interested in this position, send your resume to apply@kochdavis.com