Problem Management Resume Samples

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P Eichmann

Perry

Eichmann

2925 Ansel Ville

San Francisco

+1 (555) 927 8960

2925 Ansel Ville

San Francisco

Phone

p +1 (555) 927 8960

Experience Experience

Philadelphia, PA

Problem Management

Philadelphia, PA

Gutmann Group

Philadelphia, PA

Problem Management

Analysing issues with existing discovery deployments, analyse and resolve the same
Performing NPLs (No Problems Later) for critical (Red) severity problems
Lead Root Cause Analysis investigations to successfully identify root causes of problems that impact the Capital Markets (front office technology) IT estate
Identify focal points then lead causal analysis investigations to successfully identify causes of problems that impact the Client Technology Infrastructure Operations and Technology IT estate
Support Senior Management by providing, or contributing to periodic reports and presentations
Adopt a culture of continual process improvement and best practice within region, with regional peers in global forums, to ensure processes and tools are effective
Track Problem governance metrics and continuously seek to improve the Problem management KPIs (daily/ weekly/ monthly basis) – e.g.: Problems open, closed, problems with no Post mortems done, Problems with no tasks, Problems ready for closure etc

New York, NY

Problem Management Lead

New York, NY

Bogisich-Goldner

New York, NY

Problem Management Lead

Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment
Sensitivity and urgency in dealing with line of business outages
Hygienic/compliant management of timely root cause action item completion
Responsible for working with lines of business to develop valid actions to reduce impact and/or TTR for GTI-owned issues (i.e. application resiliency; move to DR solutions, etc.)
ITIL V3 Certification
Analyzes GTI-owned issues to identify problem trends and chronic issues; communicate with technology owners; and facilitate plans of attack to ensure that GTI reaches its committed goal of reducing problems in the environment; eliminate defects; reduce impacts; and shorten time to repair, drive efficiencies
Analyze timelines for gaps and improvement opportunities related to detection, monitoring, meeting service levels, addressing recurring events, and identifying potential impact to other environments

present

Houston, TX

Quality & Problem Management Senior Specialist

Houston, TX

Pollich LLC

present

Houston, TX

Quality & Problem Management Senior Specialist

present

Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
Proactively identifies training opportunities for other staff to execute on the organizations overall goals
Assists with the updating of SOPs, work instructions, checklists and various other documents under Quality management, Problem Management and document control
Maintains inventory of problems under analysis and their current progress and status
Assists management with the administrative functions and coordination of Quality Recognition Programs, councils, and focus groups
Performs as technical evaluator for Help Files and Knowledge Articles
Performs as single point of contact for one or more Problems. Creates and updates the Problem Record, schedules and facilitates Problem Management meetings

Education Education

Bachelor’s Degree in Telecommunication Field

Colorado State University

Bachelor’s Degree in Telecommunication Field

Skills Skills

A strong team player
The ability to identify and progress initiatives which enhance continuous service improvement within the Global Problem Management team
Experience of managing highly complex problem investigations
Clear understanding of the importance of data quality
Assertive not aggressive
Articulate and structured in approach
Results driven and self motivated
Working as part of a Global Team
Analytical and logical

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Enterprise Incident & Problem Management Lead Resume Examples & Samples

Analyze and understand GTI / Firmwide incident trends; communicate with technology owners; and facilitate Service Improvement Programs to ensure that GTI reaches its committed goal of reducing problems in the environment; eliminate defects; reduce impacts; and shorten time to repair, drive efficiencies
Lead major stability programs - work with workstream leads to identify key deliverables as well as key metrics to show progress; lead core team meetings to review weekly updates as well as ensure progress
Lead major process improvement programs - work with GTI technology towers and lines of business globally to ensure the effectiveness and efficiency of Incident & Problem Management processes
Cross technology background in areas such as networks, distributed systems, desktops and mainframes
Knowledge of corporate toolsets such as Service Manager (incident/problem) and ECMS (change) are desired
Excel Knowledge, ability to dissect large data files, utilizing formulas, minor scripting, and filtering
Basic Knowledge of SQL queries and Regular expressions
Proficient in pattern recognition
Bachelor's Degree or equivalent experience; Master’s Degree desired
Experience in Cognos products desirable

Problem Management Resume Examples & Samples

Interface with application/production/infrastructure work streams (Incident, Release, Front Office Production Support, and Change) to highlight key problems and initiate error resolution activities which out trading applications run. Job Background/Context: The new hire will join a business aligned problem management team and will work with the support, development and infrastructure teams to help stabilise and enhance the underlying application platforms
Lead Root Cause Analysis investigations to successfully identify root causes of problems that impact the Capital Markets (front office technology) IT estate
Track the completion of problem root cause and error resolution tasks
Perform regular Problem Management meetings with Application/Business/Development areas to track progress of error resolution tasks
Assist line manager periodically with Audit and Problem governance metrics. Train staff periodically on ITSM toolsets /processes and procedures
Be able to take ownership of adhoc / scheduled reports
Balancing fast time to market (client delivery) with proper Governance, Compliance, and Audit mandate
Confident communicator at all levels. Ability to define realistic targets and indentify logical suggestions for Complex technical issues
Previous role in Financial Services sector desirable – having an interest / capability to learn the sector is essential
Ability to interact successfully with global teams in US / Asia / Europe
This role will be suitable for a person in a service management role within a globally distributed complex environment

Problem Management Resume Examples & Samples

Subject Matter Expert (SME) in region for the Problem Management function
Key contact in region for all IT teams
Perform Post Mortems for medium (Amber) severity problems
Performing NPLs (No Problems Later) for critical (Red) severity problems
Chair and facilitate production problem review meetings
Adopt a culture of continual process improvement and best practice within region, with regional peers in global forums, to ensure processes and tools are effective
Support Senior Management by providing, or contributing to periodic reports and presentations
Work with internal clients to identify new requirements and deliver a high quality solution
Contribute to the creation of new strategies and objectives for problem management
Partake in regional stability initiatives
Adherence to problem management policies. (action closure checks, exception reporting)
Ensure all business aligned PTG problem managers are following the required processes and procedures
Police data quality within the problem management tool
Promote the efficiency and effectiveness of the problem management process (e.g. data quality / exception reporting)
Use KPI's to deliver the required problem management discipline across the organization
Interface with other regional problem managers as required. (e.g. to ensure lessons learned are shared globally)
Lead regional pro-active problem management initiative in region. (Identify trends and potential problem areas)
Knowledge of NPL process (execution, process, deliverables, etc.)
Expert knowledge of Post Mortem process (execution, process, deliverables, etc.)
Proven problem management policy, process and reporting knowledge
Problem analysis (RCA) skills – including methods such as Ishikawa / Timeline
Data analytics and trend analysis skills
Solid senior management reporting and relationship management skills
Good understanding of complex situations
ITIL framework knowledge
Good organizational awareness
Internal tools (PTS, Office-Suite, Intranet, Sharepoint, etc.) knowledge
Knowledge of other ITIL Service Operations, e.g. Incident & Change Management
Solid interpersonal skill (all levels)

Problem Management Lead Resume Examples & Samples

Manages the formal GTI root cause review process with impacted lines of business, ensuring that quality and in-depth root cause reviews occur as soon as reasonably possible for all P1S1 issues; all failed changes that cause impacting incidents, and all meaningful requests from other lines of business to review P1/S2, P1/S3, and non-P1 issues
Responsible for developing, assigning, and tracking actions to appropriate parties as part of the root cause review. These actions will ensure the problem does not reoccur; or will resolve process or documentation issues that could contribute to longer TTR
Partner’s with LOBs to achieve their Service Improvement Initiatives, by looking for opportunities within GTI. Works closely with GTI Towers and Service Owners
Strong cross technology background in areas such as network, distributed, end user and mainframe
Knowledge of corporate toolsets such as Service Manager (incident/problem) and ITSM (change) are essential
Excellent presentation skills and ability to lead meetings
Demonstrated ability to be a collaborative team player
Possess excellent writing/analytical skills as well as the ability to be detailed and process oriented
ITIL foundations required, certification desirable

CIB Global Problem Management Resume Examples & Samples

In-depth knowledge and understanding of Problem Management practices, skills and tools
Broad understanding of technology frameworks across mainframe, midrange and distributed
Proven ability to influence others across all contributing teams and disciplines
Committed to process improvement, LEAN and/or Six Sigma training a plus

Global Problem Management Resume Examples & Samples

A minimum of 7 years experience in Technology, Application Development or Infrastructure experience a plus
Proven ability to design and implement technical solutions
General understanding of Financial Services and key drivers of business performance
Demonstrated leadership skills and ability to successfully partner across organizations
Strong oral and written communication skills, ability to communicate with senior Technology management

Global Problem Management Resume Examples & Samples

A minimum of 7 years experience in managing technology projects
Experience with projects in multiple technologies and functions
Experience managing resources that are geographically distributed and culturally diverse
Proven ability to make complex decisions based on experience, analysis and judgment
Proficient in Microsoft Office Suite and familiarity with Microsoft Project is preferred

Assistant Manager, Problem Management Resume Examples & Samples

University graduate with 2-3 years of customer experience is preferred
Strong customer service mind and customer service-oriented
Excellent command of English and Chinese verbal and writing skills
Good communication, interpersonal and presentation skills
Confident and assertive
Able to work independently and work under pressure
Strong PC Skills: MS Word, Access, PowerPoint, especially strong Excel skill is a must, preferably have knowledge in basic Macro
Equip with facilitation skills and strong analytical skills an advantage

VP-problem Management Resume Examples & Samples

Manage the full lifecycle of the ITIL Problem Management Process to organization standards, including Priority Critical and Priority 1 incidents
Through analysis and trending, proactively identify opportunities to eliminate or reduce incidents
Lead Root Cause Analysis activities to successfully identify root causes of problems
Proactively identify problem trends and known error conditions and work towards a permanent solution
Perform detailed technology analyses to highlight weaknesses and make recommendations for improvement
Work with design/architecture teams to ensure best practices are adopted to ensure stability and supportability of applications and infrastructure
Perform trend analysis and pinpoint potential high-risk areas, and initiate resolution activities based on statistical data provided by Problem Analysts, the Incident Management Team or PM Tools
Track the implementation of problem resolution tasks
Conduct regular Problem Management meetings with Application Owners, Client Service Managers and infrastructure groups, to track progress and highlight issues
Meet regularly with senior development and infrastructure managers and client service heads to identify problem areas and report on progress
Escalate high priority and major problems not resolved within defined timeframe to team leaders and/or Global Head of Problem Management
Address GTO stability targets through a demonstrable reduction in errors in production
Actively monitor processes, tools and data quality to ensure consistency across Problem Management
Ensure appropriate vendor interaction in a multi-vendor environment
Ensure daily coverage of the Problem Management process within the Command Centre
Provide regular and reliable reporting of Problem Management data to meet management requirements
Continuously seeks to improve team performance
Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution
Mentors and coaches staff within the team by providing career development and counselling, as needed
Provides inputs to Talent Management process and takes ownership of people related topics
Identifies team bottlenecks (obstacles) and takes appropriate actions to eliminate them
Participates in team training events, where appropriate
Extensive Problem Management experience (ITIL V3)
Experience in managing highly complex problems requiring active involvement from multiple SMEs
Strong analytic/diagnostic skills and attention to detail
Strong communications skills and ability to interact effectively at all levels of the organization
Ability to interact successfully with a global team in multiple time zones
Ability to influence across the organization
Familiarity with Service Management toolsets (e.g. ServiceNow)
Results driven and self motivated
Articulate and structured in approach
Assertive not aggressive
Analytical and logical
Experience of managing highly complex problem investigations
The ability to identify and progress initiatives which enhance continuous service improvement within the Global Problem Management team
Working as part of a Global Team
Clear understanding of the importance of data quality
Problem Management is a fast paced environment and team members must be adaptable to changes in both work priority and commitments in line with business needs

Major Incident & Problem Management Manager Resume Examples & Samples

Ensure incidents are managed to resolution and as quickly as possible through effective coordination of resources, appropriate escalation and meeting facilitation
Collaboratively work with IT service owners and support teams to determine root cause analysis, develop action plans to prevent recurrence of incidents and problems as well resulting tasks to completion
Identify and development opportunities to mature the Incident and Problem Management processes including facilitating review meetings, document learnings and developing implementation plans to address fall-out and mitigate future risks
Develop, document and implement new and/or modified procedures as required using multiple vectors (post incident reviews, performance metric, etc)

Problem Management Resume Examples & Samples

Lead Problem Reviews of 3 Major Incidents
Gather process flows and research the infrastructure prior to the start of investigations
Identify focal points then lead causal analysis investigations to successfully identify causes of problems that impact the Client Technology Infrastructure Operations and Technology IT estate
Ensure necessary reports (RCAs, Post-Mortem Reports) are delivered in a timely manner
Manage the lifecycle of IT problems
Create and foster cross-functional relationships
Work with development, support and infrastructure teams to determine effective long-term remediation and/or a permanent fix
Track problem resolution tasks and document evidence of their completion
Maintain problem reports (post-mortem reports) so that they are current
Support Problem Management Reporting (KPIs and customer SLAs)
Maintain and improve production stability
Drive remediation vs mitigation
Ensure global proactive remediation
Be able to take create and analyze ad-hoc and scheduled reports (in Excel, Cognos, and ServiceNow)
Certifications such as CISA, CISSP, CBAP, PMP, or CRISC a plus
ITIL Service management (or equivalent) work experience
Confident communicator at all levels (from technicians to senior managers)
Experience interacting with senior management, direct line management, and stakeholder management
Broad technical experience / interest (application/ infrastructure)
Have the ability to interact successfully with global teams in US / Asia / Europe

Problem Management Resume Examples & Samples

Produce MIR’s for all P1 incidents (and P2, depending on the contractual agreement)
Interface with Incident Managers to provide Root Cause/Trend analysis on incidents
Use trend and root cause analysis to investigate repeat problems, establish common trends that may cause a fault to arise and establish trends for SLA misses
Record, manage and escalate service problems as appropriate
Use Problem Register to review the problems currently open to aid in chasing referral groups and to share with Service Management
Log known errors on the database and keep up to date

Manager of Problem Management Resume Examples & Samples

Best IT practices, industry standards, and a deep knowledge of ITIL processes (change, release, incident and problem management) are applied to daily responsibilities
Understanding the products, services, and service levels (both agreed and implied), is key to success
In addition, knowledge of the Fiserv systems, processes, and business culture provides a basis to develop and maintain credible relationships
Building rapport and driving continual improvement both internally (team centric) and enterprise wise (process and stakeholder centric) are critical and expected
Experience delivering technology solutions
Solid experience in process development, deployment and operation
Solid experience of continual service improvement programs
Strong root cause analysis, problem solving, and analytical skills
Ability to track tasks, make assignments, effectively delegate and deliver on commitment dates
Effectively interact with various levels of management and stakeholders
Excellent communication skills, clear, concise, both verbal and written
Strong foundation in various areas of Information Technology
Excellent process execution and administration
Excellent coordination and facilitation skills

Incident & Problem Management Resume Examples & Samples

Experience from working in an international matrix organisation
Min. 4-6 years of experience with IT project work covering specification, design, development or implementation of IT solutions
Excellent communication skills, comfortable working with different countries across multiple time-zones
Strong experience with application management and support processes including use of tools and ITIL processes; preferred candidates have an ITIL certification
Experienced in the use of office desktop applications and tools (e.g. Microsoft Office)
Ability to collaborate and communicate with external parties, primarily with customers, vendors and consultants
Ability to work in teams as well as independently and be able to multitask due to the many different system management assignments

Problem Management Manager Resume Examples & Samples

Identifying, recording, classifying, investigating, diagnosing, and escalating, as required, IT Environment Problem
Proactively preventing the occurrence of IT Environment Problems, including performing trend analysis and early warning diagnostics and providing preventative maintenance
Performing root cause analysis of the IT Environment Problem
Implementing (or coordinating the implementation by IT Environment Vendors, if applicable) permanent fixes or resolutions for IT Environment Problems, where technically possible, and, where this is not technically possible, implementing workarounds for the applicable IT Environment Problem; and
Providing and following both reactive and proactive IT Environment Problem management techniques and procedures, including coordinating activities and tasks required from IT Environment Vendors, as required to remediate each IT Environment Problem
Act as a Knowledge Manager by establishing, maintaining and developing knowledge management database containing resolutions and answers to minor IT Environment Problems and making such database available to End Users at all time
Candidates must have a university degree/college diploma and/or 5 - 7 years’ experience in the IT industry
Proven knowledge of a significant segment of client business and/or industry standards
Proven ability to work under pressure and operate effectively and efficiently in crisis situations

Problem Management, Manager Resume Examples & Samples

5 years working experience in service quality management or market research, preferably in banks or financial institutions
Excellent critically thinking and analysis skills, problem solving capacities
Excellent written & spoken English & Chinese (Cantonese & Putonghua)
Good attitude, strong interpersonal & communication skills
Able to work under pressure & meet deadlines

Problem Management Lead Resume Examples & Samples

Attend the weekly Global Problem Management (GPM) Problem Leads call to represent Investor Services (IS)
Work with the GPM team to
You can demonstrate an awareness of production management demand drivers and understanding of the bigger picture around production processes
You will have excellent data analysis skills - able to dissect large amounts of production-related metrics and identify recurring themes & trends
You will have experience in working with senior stakeholders and ability to communicate clearly at all levels, written & verbal
You will have had hands-on experience in IT Service Delivery management

Problem Management Head ICG Resume Examples & Samples

Reactive problem Management:- Getting involved immediately after service-impacting incidents and ensuring the root cause analysis is carried out in a structured and methodical way and that all remediation activities identified are completed in a timely manner, overall reducing the risk to the organisations technology systems
Proactive Problem Management:- Focusing on analysis and trends, creating proactive initiatives across the technology environments and teams to drive improvement initiatives which are results-driven for the EMEA business
Chairing Post-Mortem Reviews (PMRs) for high profile sector businesses
Managing and prioritising the workload of the direct teams and virtual teams providing support to the improvement initiatives
Communicating process changes and updates to the businesses in the region
Identifying and defining targeted improvement initiatives within the process and wider technology business
On-going review of risk management strategies within the region with respect to problem management
Minimum 5 years of working experience in IT Operations and 2 years within a problem management background
Ability to interact with sub-ordinates, peers and senior management in a constructive and business-focused way
Strong communication (verbal and written) and presentation skills
ITIL Practitioner or Manager Certified
Experience dealing with infrequent requests from auditors and regulators

Problem Management SME Resume Examples & Samples

Be recognized as the subject matter expert for a Tower Assignment Group
Responsible for Ownership and Coordination of actions of problems arising in that Tower
Perform root cause analysis, identify Known Errors and coordinate actions to fix the errors
Review the Problem Trends and Plan and Drive an Improvement Plan
Proactively identify problems, analyzing and recommending Service Improvement plans with the possible solutions obtained from technical teams for department or business unit
Prevent the replication of Problems across multiple systems by identifying root cause
Maintain inventory of problems under analysis and their current progress and status in ServiceNow
Follow up issues and progress with problem owners where necessary
Produce Problem Management reports and management information as needed
Coordinates meetings to resolve problems including Post Incident Reviews and follow up
Chair the Fault Management Board meeting by assignment rotation
Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party
Need to have innovative approach as problems are unique and need to use different RCA techniques
Good Interpersonal skills and organizational skills required
Self-driven, Self-starter
Demonstrate a Can–do attitude
Strong interpersonal skills and organizational skills
Strong analytical skills are a must
Promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to required standards and processes
* THE IDEAL CANDIDATE CAN WORK IN EITHER RIVERWOODS, ILLINOIS OR THE BUCKEYE DATA CENTER IN OHIO ***
3+ years’ work experience
Must have experience with Problem Management or Incident Management is desired
Prior Experience with Problem Management or Incident Management
Prior experience with and knowledge of DFS Internet Hosting is desired
Any Graduate
ITIL foundation certification desired

Problem Management Lead Resume Examples & Samples

LOB ownership of the Problem Management Process
Growth and maturity development for detailed and thorough root cause analysis to prevent future incidents
Holistic and proactive service improvements across CCB Technology
Thematic and trend-oriented remediation capability development across all facets
Team management for 8+ Problem Managers
Drive partnership with CCB CTOs and CIOs to drive stability improvements
Evolve measurable stability KPIs
Firm-wide process owner partnership
Hygienic/compliant management of timely root cause action item completion
ITIL V3 Certification
Bachelors Degree level educated, or equivalent
Previous Problem Management experience preferred
3+ years of team management experience

Problem Management Resume Examples & Samples

Previous experience of working in a specific ‘Problem Management’ role – suitable to a FTSE100 business. (This is not a ‘Incident’ role)
Must have the experience and gravitas to lead and manage and develop and team of Problem Analysts and Problem Managers
Ability to demonstrate experience of owning a ‘Problem’ end to end – and relevant interactions
Ability to follow an ITIL Problem model …

Problem Management Manager Resume Examples & Samples

IT or business related degree, or academic course without a degree
ITIL Foundation essential
ITIL Intermediate highly desirable
3+ years experience in ITIL Incident & Problem Management
Ability to leverage service, data and metric methodologies would be a distinct advantage in maintaining high levels of service and identifying further improvement opportunities
Sufficient relevant technical history and expertise to add value and demonstrate credibility in server, storage, backup and web-hosting technology areas
Experience of working with external suppliers and support teams
Demonstrated ability for sound judgment with strong emphasis on quality, cost and service improvement
Six Sigma Green Belt / Black Belt
ITIL Expert
Ensure high quality of problem management is executed for GCs services to

Problem Management Expert Resume Examples & Samples

A minimum experience of 3 years in network operations related position is required
A minimum experience of 1 year within IOC / IPE team ( Senior Specialist )
Cisco Certified Network Professional (CCNP) or Cisco Certified Internetworking Professional
(CCIP) or equivalent hands-on experience is required
Scope of technical expertise must include some the following Experience

Quality & Problem Management Senior Specialist Resume Examples & Samples

Coordinates the logistics around and conducts related audits of incidents, service requests and calls, including sample selection, documentation, and communication of results. Ensures compliance with knowledge management requirements, processes and procedures
Deconstructs ticket (s) to identify issue life cycle versus root cause
Interprets and implements quality assurance standards
Assists with the administration, collection, and analysis of customer-based surveys, including tabulation and reporting of the results; sampling and contacting users that provide low scores and/or escalate to management
Assists management with the administrative functions and coordination of Quality Recognition Programs, councils, and focus groups
Performs as technical evaluator for Help Files and Knowledge Articles
Performs as single point of contact for one or more Problems. Creates and updates the Problem Record, schedules and facilitates Problem Management meetings
Responsible for Problem ownership and action coordination
Records root cause, identifies and Known Errors and coordinates actions to fix the error. Communicates known errors to service desk teams
Tracks corrective actions to closure
Maintains inventory of problems under analysis and their current progress and status
Follows up issues and progress with Problem Owners where necessary. Works with all internal technical teams, Service Management and external stakeholders
Produces Problem Management reports and management information
Ensures conformance to and provides high level of expertise on Problem Management tool (s), Knowledge Management tool(s) and Quality Management tool(s), processes, and procedures
Adheres to and maintains high levels of expertise in all support processes, procedures, and quality expectations. Recommends process improvements when necessary
Accountable for submitting change requests in problem and knowledge management arena on behalf of team
Works quality and problem activities with ease and provides support for complex cases
Assists with the updating of SOPs, work instructions, checklists and various other documents under Quality management, Problem Management and document control
Ensures timely completion, management and control of problem and quality deliverables
Provides input to senior team members
Proactively identifies training opportunities for other staff to execute on the organizations overall goals
Serves as a mentor to more junior staff
Meets or exceeds all Service Level Targets, Goals and Objectives as identified
A minimum of five to seven years of equivalent experience or seven to nine years of related experience in Customer or Computer Support
ITIL Foundations V3 a plus
Ability to identify data trends and patterns that do not adhere to Policy or Procedure standards or requirements and escalate for mitigation
Ability to recognize errors, document and correct to meet organizational standards
Displays proficient Project and Problem Management skills and abilities
Ability to speak and communicate effectively and in an articulate and diplomatic manner
Ability to work independently with little supervision
LI-SJ1

DCC Problem Management Resume Examples & Samples

Must have experience with a Ticketing Management System
Must have experience in providing support and high level briefings to the customer
Be able to identify areas of improvement and recommending procedural changes that enables the Government to attain integrated outcomes that are effective
Experience overseeing a process to achieve the required program or project goals
Strong working knowledge of the Microsoft Office Suite and SharePoint
The position requires a degree from an accredited college in a related discipline and equivalent experience. Without a college degree, it requires a high school education with 13 years of information technology experience

Problem Management Resume Examples & Samples

Identify root cause analysis
Attend meetings and participate and/or lead conference calls. This position works in a 7X24X365 data center. On-call and weekend work is sometimes required
Facilitate corrective action reviews; review and present change requests; document meeting results and decisions
Knowledge application of Information Technology Infrastructure (ITIL) framework is necessary
Extensive use of Microsoft Office Suite, including Word, Excel and PowerPoint
Knowledge of Remedy ITSM Suite preferred
ITIL practitioner certification preferred (service/support)

AVP, Problem Management Resume Examples & Samples

Drive reduction in stability issues within the IT organization through effective root cause analysis
Assist Incident Management team on Triage calls to understand business impact
Preforms thorough root cause analysis to identify the options for root cause removal and corrective actions to provide acceptable solutions and/or workarounds. Such options should address any people, process, logistic, and technology areas that have the potential to detrimentally impact LPL’s Technology Services
Oversee changes required to implement corrective actions, and once completed to liaise with the Service Owner to close problems
Capture information required to enable effective proactive problem analysis and reporting
Able to produce succinct business led problem reports and able to articulate reports at an Executive level
Apply a collaborative approach to root cause analysis, ensuring all parties impacting by the problem are included in discussions
Build strong stakeholder network with technology teams and business partners
Institutionalized problem management and root cause analysis best practices across IT
Coordinate and lead RCA sessions related to Priority 1 – 2 problems and as requested, Priority 3 problems
Document all required information in the problem record
Publish root cause investigation status, completion, and closure documents to interested stakeholders
Identify trends and patterns within the root cause findings and corrective actions to initiate proactive problem investigations
Ensure all tasks have an auditable outcome that provides evidence of completion
Act as mentor and coach to junior problem management staff
Provide training as needed to IT staff on problem management essentials
Lead problem review meetings, after action reviews to compile lessons learned and recommendations
Must have ServiceNow experience
At least 5 years of experience with the problem management processes, practices, disciplines and tools needed to ensure that IT services are provided as agreed between the customer and IT providers
ITSM, ITIL, and Incident and Problem Management Certification or designation desired
Excellent troubleshooting skills and the ability to document findings
Ability to understand complex business processes and technical environments and communicate them in a clear and concise business impact terms
Understanding the management of a technical operations center
Design, implement and manage the Problem Management process including creating and updating all Problem Management documentation
Conducting awareness campaigns and training on the Problem Management processes
Direct activities and establish guidelines for problem management activities
Ensure RCA Task updates are provided monthly
Coordinate and drive all activities during the problem life-cycle from After Action reviews, throughout RCA development, problem ticket/task updates, throughout the PM ticket closure to prevent issues from happening again
Ensure that technology teams are following problem management processes
Goals for the Problem management area are established and maintained and implemented as appropriate
Lead post incident reconvene meetings through to root cause, and vendor engagement
Ensure that problem details are gathered to provide necessary communications to customer and BTS teams
Assist with audit of the problem management process to support Continual Service Improvement

Enterprise Problem Management Resume Examples & Samples

Coordination of technical information related to significant business impacting events
Creating and managing problem investigation records, problem known errors, and related tasks
Writing executive level documentation for highly visible reviews
Sending appropriate communications throughout the lifecycle of a problem review
Satisfying Problem Management policy, standards, and process guidelines
Facilitation of required meetings
5+ years of Technology experience within a Bank of America support/operations environment or within the financial services industry
Demonstrated ability to manage multiple assignments and prioritize work in a timely manner
Strong analytical skills to lead the resolution process for complex problems where analysis of situations or data requires an in-depth evaluation
Strong business acumen, being able to understand Bank of America specific processes, locations, products and services
Proven ability to communicate complex technology solutions across differing audiences including technical, managerial, business executives, and/or vendors
Version 2 or 3 of ITIL Certification
Demonstrated judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criterion for obtaining results
Meeting facilitation, consulting skills
Critical thinking/analytical skills across a spectrum of technical areas
Proven ability to communicate complex information in simple terms (oral and written) for both technical and business teams
Understanding of bank problem management processes
Understanding and previous use of ITSM