IT Problem Coordinator

hace 6 horas

Guadalajara, México AstraZeneca A tiempo completo

**What You´ll Do...**

The Problem Coordinator will support all problem management activities to ensure that services are delivered in accordance with Service Level Agreements and business requirements, and new and improved services are developed and implemented without risk to business functions..

They will work to minimise the adverse impact of Incidents and Problems on the business, and to prevent recurrence of Incidents. To achieve this goal, Problem Management seeks to identify the root cause of incidents and initiate actions to improve or correct the situation. The Problem Management process has both reactive and proactive aspects. The reactive aspect is concerned with solving Problems in response to one or more Incidents. Proactive Problem Management is concerned with identifying and solving the underlying causes of Incidents before they have detrimental service impact.

The Problem Coordinator is to work as part of a global team focused on AZ IT service continuity ensuring that service is delivered in accordance with business requirements and expectations. Where new and improved services are developed and implemented the Problem Team should be on alert to any immediate issues or hypercare recognitions to ensure mitigation early in service life. The role will work closely with the Regional MIM & Monitoring team to be proactively involved at the start of high priority incidents or alerts to gain information in the moment to support the RCA and preventative activities. They will be an advocate and ambassador for the Problem Management process across IT and the business. They will contribute to the performance measurement of problem management activities and actively contribute to improvement opportunities or ideas to enhance delivery of value to the business.

**Essential for the role..**
- The role holder should have a broad understanding of IT Service Management process best practices
- A self-starter with high levels of drive, energy, resilience and a desire for professional excellence
- Proven capability for assessment of complex business issues and successful delivery of measured improvement initiatives
- Strong analytical skills and experience of related toolsets, with the ability to present clear information related to Incident, Problem and Service Management issues based on analysis and extraction of performance data from multiple sources
- Ability to form effective partnerships with internal and external stakeholders and to gain commitment to deliver against targets. Ability to influence stakeholders at multiple levels and clearly communicate requirements
- Ability to make decisions in pressure situations at a management level
- An ability to work effectively in a matrix organization
- Ability to collaborate across different technologies
- Application of policies, procedures and guidelines and providing expertise to business group

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