Senior Problem Manager
hace 4 días
SAP is seeking a highly skilled Senior Problem Manager to join our Global Cloud Infrastructure and Delivery organization. As a Senior Problem Manager, you will be responsible for managing and coordinating the root causes analysis of major incidents and defining measures that contribute to the overall improvement of IT operations and its processes.
Key Responsibilities:- Take over responsibility for problem management of major and high-impact incidents
- Organize, structure, and steer problem management calls with all necessary participants
- Conduct root cause analysis (RCA) and identify technical root cause
- Request official root cause statements from suppliers
- Obtain agreed customer business impact, responsibility, and final downtime from service delivery management
- Conduct quality assurance of RCA documents and provide corresponding feedback
- Identify all possible improvements regarding processes, people, governance, and platforms
- Assure that necessary sustainable solutions with committed responsible persons and due dates are recorded
- Coach, mentor, and train problem coordinators
- Provide regular status updates on progress
- Request reproduction of incident situation from involved suppliers to identify technical root cause (if applicable)
- Responsible for overall incident reporting (Root Cause Overview, preventive measures tracking list)
- Providing regular KPI calculation and reporting results to senior and top management
- Co-designing of new KPIs
- University degree (or equivalent)
- 5+ years' experience within the IT environment and processes
- Detailed knowledge about ITIL, especially about Service Operation's INM, PRM, CHM
- Fluent English, both oral and written is mandatory
- First experience in large, complex, and international projects
- Very good practical skills of project management methods
- ICT-Operations-Know-How (previous experience in technical positions)
- Practical knowledge of Quality Management and Problem Management (e.g. Indicators reporting, Management systems, Excellence Program, Quality-Tools)
- Experience of organizing and leading teleconferences and meetings
- Very strong analytical skills required, pro-customer orientation on a high-level
- Excellent management, problem-solving, communication, interpersonal, and organizational skills
- Excellent judgment, tact, and decision-making ability
- Excellent ability to work effectively with clients and other senior to top management personnel
- High degree of initiative, responsibility, reliability, and proactive action
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