Problem Manager (213415)
Problem Manager (213415)
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Location: Belgium - Zaventem Job-ID: 213415 Contract type: Business Unit: Customer Success & Service Delivery
Life on the team
Are you looking for a role in which you can work on sustaining & improving delivery of our IT operations at one of Computacenters international strategic customers Ensuring that we achieve contracted levels of service performance (SLA KPI) at the agreed cost while continually improving the service
Do you enjoy working proactively in a no-nonsense environment - together with an international team
If so then we would like to discuss your next career move!
What Youll Do
The Problem Manager is responsible for identifying analysing and resolving IT problems that impact manufacturing R&D and business operations. This role involves investigating the root causes of recurring incidents implementing solutions to prevent future incidents and ensuring effective problem management across the organization.
The Problem Manager will work closely with various IT teams quality assurance regulatory affairs and other stakeholders to enhance service reliability and performance.
Your key responsibilities will be:
Problem Management:
- Identify and categorize IT problems using data from incidents and service desk reports
- Perform root cause analysis (RCA) to determine the underlying causes of problems
- Develop and implement corrective actions to prevent recurrence of issues
- Coordinate with relevant teams to ensure timely resolution of problems
- Maintain and update the problem management database with accurate and detailed information
Incident Analysis:
- Analyse incident trends to identify recurring issues and potential problem areas
- Collaborate with incident management teams to escalate and address high-priority incidents
Reporting and Communication:
- Generate regular reports on problem management activities status and outcomes
- Communicate problem status and resolution plans to stakeholders including senior management
- Facilitate problem review meetings to discuss findings and improvement plans
Continuous Improvement:
- Drive continuous improvement initiatives by identifying areas for process enhancement
- Implement best practices in problem management based on industry standards and frameworks such as ITIL
- Monitor the effectiveness of problem management processes and make recommendations for improvement
Collaboration and Stakeholder Management:
- Work closely with IT service owners incident managers change managers and other stakeholders to align problem management efforts with business objectives
- Build strong relationships with external vendors and service providers to address problem management need
What Youll Need
Experience:
- Minimum of 3-5 years of experience in IT service management with a focus on problem management
- Proven experience in conducting root cause analysis and managing complex IT problems
- Familiarity with ITIL framework and best practices
Skills:
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work effectively in a team-oriented and collaborative environment
- Proficiency in using problem management tools and IT service management software (e.g. BMC Helix JIRA)
- Strong organizational skills and attention to detail
Certifications:
- ITIL Foundation Certification (required)
- Additional ITIL Intermediate or Expert certifications (preferred)
Preferred Qualifications:
- Experience in a large-scale enterprise IT environment
- Knowledge of Agile and DevOps methodologies
- Familiarity with data analysis and visualization tools (e.g. Power BI Tableau)
Working Conditions:
- Hybrid on site (customer office environment) and work from home with occasional requirements for extended hours or on-call support
- Some travel may be required to meet with stakeholders
Youll need to be able to express yourself fluently in English and have good Dutch and/or French skills.
Besides good communication skills youll bring an authentic approach and humble mindset being respectful and open to all cultures and backgrounds.
About us
Computacenter is a leading independent provider of IT infrastructure services with about 20000 employees worldwide. We work at the heart of digitisation advising organisations on IT strategy implementing the most appropriate technology and managing our customers infrastructures.
We offer a friendly open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies personalities and strengths who want to live our shared value of teamwork and performance.
Interested in joining a company with a strong sense of community
Were growing. Were hiring. We encourage. We empower. We support.
#winningtogether #peoplematter
Required Experience:
Manager
Employment Type
Full Time
