Problem Manger

Link Solutions, Inc Washington , DC 20319

Posted 3 weeks ago

Problem Manager

Education BS in CS or related Field

Experience 10+ years of relevant experience or equivalent combination of education

Citizenship Requirement US Citizen

Clearance Required Secret

Location Washington DC

Responsibilities include

  • Management and oversight of service delivery problem management.

  • Works on abstract and complex problems requiring evaluation of intangible variables.

  • Integrates trends, data and information into plans, deliverables and recommendations.

  • Develops innovative and creative output based on interpretation and analysis that improve performance.

  • Manages processes in a complex service delivery environment.

  • Develops resolutions to complex problems that require the frequent use of creativity.

  • Identifies and leads continuous improvement activities in support of customer.

  • Influences others through their professional/technical expertise.

  • Provides point of contact for process related questions or issues and facilitates process related meetings such as Daily operations, Problem governance and review, Change Advisory Board, Problem Review Board, etc.

  • Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.

  • Presents operational and service level reports and explain service level support available to internal or external customers.

  • Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.

  • Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.

  • Collaborate closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately

  • Work experience ITIL Intermediate Service Lifecycle certification

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Problem Manger

Link Solutions, Inc