Proactive Problem Manager
Support
Proactive Problem Manager
Kraków
Type of work
Undetermined
Experience
Mid
Employment Type
B2B
Operating mode
Office
Tech stack
English
problem management
SME
Python scripting
Data analysis
Job description
Online interview
What You’ll Do
- Follow and participate in the improvement of established team processes
- Understand and meet customer agreements (SLO/SLA/commitments)
- Accountable for following established team processes
- Understand ITIL framework (Event, Incident, Change & Problem Management)
- Collaborate with peers and cross-functional teams
- Maintaining knowledge required to perform role effectively
- Participate in regular synch ups
- Actively share / develop innovation and automations for continued improvement
Specific to the role of Problem Manager, responsibilities may include:
- Collaborate with all appropriate parties in effort to collect all proper data for RCA/MPRs
- Own and complete Root Cause Analyses (RCA) and Major Problem Review (MPR) for all major and high visibility incidents (P1/P2)
- Create and define knowledge error articles (KEAs) to reduce MTTR and increase ability to obtain RCA
- Proactive with Data-Focus
- Predictive Problem Management - Conduct Data Analysis and advise support team and customer of anticipated future problems proactively
- Data Analytics - Identify incident trends, drive the reduction of incidents by analyzing monthly alarm and ticket data, investigating, and resolving problems
- Investigate and drive optimization opportunities related to Ticket Enrichment Automation
- Contribute to create manual and automated proactive checks to improve PM visibility
- Own and lead Customer focused activities and communications (internal/external) in support of customer related PSIRT and Field Notices (FN's)
- Work closely with the team Operations Manager and Incident Manager to assist with creation and CSI for Problem Management related processes
- Lead and initiate appropriate communications and mitigation strategies related to Mass Vulnerabilities ex: Security Advisory's (SA)
- Provide technical leadership, guidance, and training to less experienced engineers
Required Skills:
- AA/BA in a technical discipline plus some experience in a Network Operations Centre or Technical Assistance Centre
- Strong technical experience to include Cisco Route and Switch (CCNP level), Phyton scripting (i.e. Coral), Splunk/Data Analysis knowledge and experience
- Willingness to explore/learn other technologies
- Experience in a Problem Management role
Desired Skills:
- AA/BA in a technical discipline plus 5-10 years of experience in a Network Operations Centre or Technical Assistance Centre
- 2-5 years’ experience in a Problem Management role
- Strong technical experience to include CCIE level knowledge from Cisco Route and Switch scope, DevNet certification and strong experience with API coding, Splunk advanced search and reporting and Splunk for analytics and data science certifications
- CCNA level certification in Cisco Unified Collaboration
- Good organizational skills
- Ability to prioritize workload while managing customer commitments
- Strong written/verbal communications skillset
- Strong interpersonal and teamwork skills
- Able to work independently with minimal supervision
What we offer:
- Possibility to gain professional experience within a multicultural environment
- Private healthcare (Medicover), Multisport Card and private insurances
- Internal training, coaching and mentoring
- Access to training platform with a big number of technical and soft-skill courses
- Support from accounting agency (B2B contract)
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