Responsible for managing the lifecycle of all Problems. Primary objectives are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented. Maintain information about Known Errors and Workarounds. Coordinate investigation into the root cause, identifying workarounds and following up for permanent resolution. Reviewing incident data to analyze assigned problems. Analyzing problems for correct prioritization and classification. Investigating assigned problems through to resolution or root cause. Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors. Raising RFCs to resolve problems. Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents. Updating the KEDB with new or updated known errors and workarounds. Assisting with the handling of major incidents and identifying their root causes.
Job Duties and Responsibilities:
Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution
Prepare statistics, KPI and trend reports for use in the problem management process
Identify problems through the review and focus on optimizing processes
Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently
Coordinate, convene and facilitate major incident and problem review meetings
Ensure the problems progress through the Problem Management process in a timely and prioritized fashion
Create and deliver external content regarding service disruptions
Ensure that the problem management information reflects accurate errors and is complete
Manage and maintain information stored in the problem database
Maintain a comprehensive understanding of all aspects of product delivery and operations
Maintains inventory of problems under analysis and their current progress and stat
Minimum of 5 years of experience in providing complex SaaS customer support, management, and/or supervision
ITIL certification or 3 years of working experience as a Problem Manager
Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT Professionals, Developers, and Architects
Ability to navigate and translate complex issues and create collaborative, cross-functional solutions
High degree of organizational skills
Experience/knowledge in networking and system technology
Education: Bachelor's degree in related field or equivalent experience.
Certification(s): ITIL Certification preferred
Travel: 10 - 30%
Physical Demands: This is a typical office job, with no special physical requirements or unusual work environment.
Itron is an Equal Opportunity, Affirmative Action Employer. Qualified applicants are considered without regard to race, color, religion, sex, age, national origin, citizenship, sexual orientation, marital status, pregnancy, medical condition, veteran status, disability, genetic information, gender identity or other characteristics protected by law. If you require an accommodation in order to apply to this position, please contact your local recruiting representative at 1-800-635-5461 or email Accessibility@itron.com.
Itron enables utilities and cities to safely, securely and reliably deliver critical infrastructure services to communities in more than 100 countries. Our portfolio of smart networks, software, services, meters and sensors helps our customers better manage electricity, gas and water resources for the people they serve. By working with our customers to ensure their success, we help improve the quality of life, ensure the safety and promote the well-being of millions of people around the globe. Itron is dedicated to creating a more resourceful world. Join us: www.itron.com.